Many of the most successful businesses have one thing in common - great customer service. Unlike differentiators of quality, product, innovation or price, great customer service is a differentiator that can't be bought; it's a competitive advantage that can only be earned.
Improving customer experience not only provide a means of differentiating your brand, great experiences lead to greater customer satisfaction and increased customer loyalty.
We measure how satisfied customers are with the quality of service they receive. This is done by gathering data from interviews conducted with your customers. During the interviews, customers are asked to rate (using a 10 point rating scale) a few well structured questions. Customers are afforded the opportunity to not only rate the service levels but to make suggestions, add comments and contextualise low scores.
Collected quantitative data is analysed to indicate among other things; overall satisfaction levels, individual employee impact on customers, customer loyalty and areas critical for improvement.
The combination of qualitative & quantitative data provide great insights into the perceptions, expectations and purchasing behaviour of your customers.
This powerful data is an essential requirement in your journey to becoming truly customer centric!