Our clients will generally log onto our website and can view what their customer satisfaction and the customer loyalty is by geography, by product, and by function -for example, sales, telephone support, installation, field service, etc.-or they can review it by organizational group. So this director, that vice president, this manager, this team, and so forth. Then they can evaluate whether there is a specific issue with a specific team. Often, customer satisfaction issues are best seen as a mosaic, and what that means is that a lot of organizations lose a lot of data about what is really happening by distilling the information for consumption by leadership. When data is lost, improvement opportunities are lost.
An organization possesses a powerfully inherent human force that most survey tools fail to address, let alone harness. We create a role-based, very rich online experience that makes it compelling to interact with the data – and to meet our three goals for the user: easy to gather information, easy to understand the information, and easy to act on the information.
Drill down: Data Collection
How do we collect the data? While we collect data by a variety of means, what’s important is that the data collection method is designed around how the client currently interacts with their customers, the type of clients, the position that they hold, and how difficult they are to reach, and the balance between cost of data collection versus the rewards of improving a loyalty. In many cases we recommend collecting data through several channels.
For example, for a client that usually does a lot of face-to-face meetings or exclusively works face-to-face with their own clients, they may not have reliable email contacts. In those cases, we may use telephone interviews for sales surveys. In other cases, we may find that the end users are more likely to give us candid information via e-mail or the web.
Our processes:
Handle with Care
When we’re contacting our client’s customers by telephone, e‑mail, or by any other channel of communication, it’s important that we treat those customers as well as, or better, than they would be treated by our client. Through hundreds of thousands of surveys, we’ve developed processes that balance the need for gathering a response without irritating the customer. All of our processes and procedures are designed to maintain the highest level of customer loyalty. We have immediate and simple opt-outs.
