Situation:
Customer satisfaction can impact every aspect of a company’s business from earnings to stock profits. The book entitled The Loyalty Effect by Frederick Reichheld, reports on the results of a two-year study that found that customer loyalty results in higher profits because it increases volume, reduces the cost to service customers, increases customer referrals and enables more premium pricing. When all of these factors combine, the impact of customer loyalty on profitability is staggering.
In order to improve satisfaction, organizations must understand customer expectations and how well those expectations are being met; yet many organizations lack a formal process to accurately measure the customer experience.
Solution:
Global Compliance™ administers telephony or web-based customer satisfaction surveys for organizations interested in validating customer satisfaction. Both survey mechanisms provide 24/7/365 availability to allow a customer to respond at his/her convenience and multilingual capabilities enable feedback in the native language. Questions, prompts and responses can be customized to gather specific data points. Survey responses are stored in a centralized data repository that allows real-time, online access to summary reporting enabling regular analysis of feedback in order to enable necessary action.
Customer satisfaction surveys are a critical step toward achieving the ultimate goal of satisfaction, loyalty, and repeat purchase. A well-structured satisfaction survey gathers vital feedback on:
- Brand perception
- Merchandising
- Product
- Pricing
- Timeliness of delivery
- Customer service
- Transaction accuracy and efficiency
- Return and exchange process
- Interest in new/additional products and services
- Overall satisfaction
- Likeliness to purchase through provider again
Customer satisfaction surveys pair perfectly with Global Compliance’s mystery shopping services to further assess the customer experience. Through disguised shops and evaluations, Global Compliance can obtain objective assessments of customer touch points including: in-person shopping, telephone shopping, and online shopping. Evaluation data can be centralized in the same data repository to provide a comprehensive view of the customer perspective.
Outcome:
Global Compliance’s customer satisfaction surveys and mystery shopping services provide a formal process to accurately measure the comprehensive customer experience and provide real-time, online access to satisfaction data. Beyond gathering the data, Global Compliance provides analysis and recommendations to improve business operations.
|