Periodic Customer Satisfaction Surveys
- Quantify satisfaction vis-à-vis KPIs
Understand Hits & Misses during the period
- Measure NPS
- Build Customer Loyalty
- Induce Repeat Purchase
- Enhance Revenue growth
- Understand changes in client expectations
- Frontline team development
- Resource Management
- Periodic surveys enable trend analysis
Transactional Customer Feedback Solutions
Background
- The Customer Satisfaction survey is a ubiquitous tool deployed by most product and services companies for various targeted purposes.
- However, if CSS is deployed, monitored and analysed in REAL TIME; the following benefits shall accrue as well:
- Identifying and fixing issues in real time
- Mapping the timing of the feedback with that of the frontline staff at retail outlets can enable real time feedback and fine tuning
- Identifying better matches for the client service teams
- Using the results as a tool for frontline service executive’s appraisals
- Using the results as a tool for frontline service executive’s training and development needs
- Proactively identify any customer losses and providing solutions to the disgruntlement
- Periodic trend analyses and reports can help to identify and correct macro issues
About CSS Solutions
- Annual contracts.
- Offer administering 3 or 5 question Customer Satisfaction Surveys at the point of Sale/ Service through the “Tell Me” App.
- Thus, CSS Solutions are the real time, real situation cousins of CSS administered at the
moment of truth and triggering crucial action at the correct time. - Currently the app is available for the Android OS.
- Being a real-time solution; triggers can be designed for immediate action
- Delight Triggers: 5 continuous Excellent feedbacks can identify customer delight factors
and award the staff at the retail outlet immediately and build a role model for client
services - Distress Triggers: 5 continuous Very Bad feedbacks can immediately help to identify and correct the ‘mood’ at the retail outlet.
- An annual service for continuous measurement of Client Satisfaction
Setup includes Research Design
- Questionnaire Design
- Design of ‘Triggers’
- Delight or Distress for immediate action
- Design of reporting granularity and hierarchy
Fees shall be based on
- Number of questions required
- Number of App installations required
- Number of presentations required in the year
- Complexity of Reports required in the year
- Annual Services include data management and analyses
- Aggregated responses would be available on tap
CX360: Transactional + Periodic CSS across Customer Touchpoints
- CX is THE key factor for Success Measuring, Monitoring & Improving Customer Satisfaction is an imperative
- REAL TIME Customer Satisfaction Measurement @ PoS
- Online Services Customer Satisfaction Measurement
- Transactional Customer Satisfaction Measurement
- Periodic Customer Satisfaction Measurement
- Join the dots to indoctrinate a winning Customer Service strategy