How we help
We help our clients understand and deliver great customer service. Specifically, we can:
- Explore and identify key drivers of satisfaction and loyalty
- Identify and track customer satisfaction KPI's
- Benchmark against competitors
- Prioritise service elements most demanded by customers
- Highlight opportunities for service enhancement
Techniques
We use a variety of techniques to measure customer satisfaction and loyalty, including online surveys, online insight communities and advanced analytics.
Case studies
Store specific customer satisfaction
| Client | Major retailer |
| Objective | Track store specific customer satisfaction on an ongoing basis |
| Solution | Ongoing online and telephone surveys, with call to action printed on till receipt |
Customer satisfaction tracking
| Client | ING Direct |
| Objective | Track customer satisfaction across all parts of the business |
| Solution | Large scale, multi mode tracking study, using online and telephone interviewing |
In-depth exploration of customer satisfaction
| Client | easyJet |
| Objective | Understand the needs and attitudes of the customer base, including drivers of satisfaction |
| Solution | Long term, ongoing online research community (V-Community) |
