As part of our service we provide the set-up for creating an optimally designed customer feedback program involving:
- Understanding the customer touch points of your company Learn who uses the various customer touch points and when. Be aware that customers use many of your different touch points, particularly if they are dissatisfied with the expected response time on one of them. This leads to a higher total cost for you.
- Collecting customer experiences across all your channels of communication Having identified your customer touch points, we start measuring the satisfaction of the individual interactions. By measuring the customer experience, you will be able to make more profitable decisions based on facts and knowledge, rather than ‘gut-feelings.’
- Using the collected information to gain knowledge The design of the surveys must reflect the goals of your company. The intelligence you get from a specifically designed evaluation program drives the organization and provides information that can be put directly back into the performance of the employees as well as future development, retaining customers in the process. By measuring these experiences continuously, you will even be able to foresee, when your customers are most likely to change their service provider.
- Improve your business It is not only satisfaction and loyalty that can be improved. By using the knowledge gained and by working actively with this knowledge in cooperation with your employees, you are able to change the processes, while at the same time adapting the behavior of your employees toward a more customer-centered approach.