Most businesses rely on ad hoc research tools that provide detailed, but late, information and no actionable and accountable information.
We establish fast, reliable and actionable data that you can you use to immediately remedy the problem, understand its roots and save your customer or a the deal.
DEVELOP A FRAMEWORK FOR MEASURING CUSTOMER SATISFACTION
Creating an effective process to measure customer satisfaction, capture customer feedback and delve into the drivers of customer loyalty is important for your business. The customer survey is just the start of the process. We also link the impact of customer satisfaction changes with improvements in business value to support business cases
Listen to the voice of the customer
Whether you want to perform an internal or external customer survey, there are many ways to tap into the voice of the customer. We help you really listen to what your customers are saying by utilizing a range of techniques: face to face interviews, telephone interviews, email questionnaires and web questionnaires.
Net Promoter Score
We have a deep understanding of Net Promoter methodology gained through the years of practice across business and industries. If you are looking to implement an effective Net Promoter® program in your organization, our Net Promoter Score Practice provides the services and tools to ensure your success.
Business to Consumer
Our automated transactional feedback system allows you to quickly gather just enough customer feedback information so you retain customers with ongoing problems, while activating those that are happy and loyal. You will also gain everyday input to drive product and service innovation across all touch points. Customer loyalty is not a customer service, marketing or sales issue. It is an organizational mindset.
Business to Business
Net Promoter System successfully drives customer satisfaction and retention in B2B environments. A specialist approach is required to gather feedback from a relatively small, but very influential, group of important customers. Initially, we establish potential attributes that drive loyalty. We then map these across Importance and Performance axes. Next, we build a feedback loop combining a transactional and relationship-based Net Promoter System to drive improvements over the whole organization, which helps you win more business.
Business to Employees
Critical employees are unlikely to generate loyal customers if they are unhappy. Through our specialized B2E program, we help you establish an employee feedback loop that replaces ad hoc research that ties in with your front end, customer-focused loyalty framework.
Download our free materials
Visit our download section with case studies, benchmarks, NPS reports and more
NET PROMOTER SYSTEM
Net Promoter, developed by Satmetrix, Bain & Company and Fred Reichheld, is now the worldwide standard for organizations to measure, understand, and improve their customer experience.
CUSTOMERGAUGE
Insights that take your customer experience to the next level. Automatically collect actionable insights and improve customer experience. Standardized on Net Promoter®
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