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While we design research studies for retention strategies and acquisition strategies, we also implement surveys designed specifically to measure customer service and technical support organizations.  These surveys are referred to as Transaction or Event Specific surveys.

Companies that deliver products and services to a multitude of customers receive many calls daily into their customer service organizations to place orders, find out the disposition of an order, inquire about a bill or for other questions or requests.  This frontline organization, at that moment, is the company in the eyes of the calling customer.  The experience customers have with the Transaction (or event) communicates the values a company holds.  It may mean the customer will repurchase again from the company and even recommend the company. Service Matters!

Capturing a customer contact event the way a customer perceives it can be a valuable tool in managing customer impressions and understanding how well your company’s service delivery process is working.  The benefits to the organization can be countless, but perhaps the most beneficial is that you have an understanding of how well your customer service organization is doing from the customers’ perspective, enabling you to implement change and make the process more customer focused.

The survey can be administered as a classic telephone survey, through a voice response unit technique, or over the internet with a web-based survey.  The ideal method would have a set of randomly chosen customers completing a survey each month.  These customers would all have one thing in common -- they recently contacted your company. A series of questions would capture their opinions on that contact and would be designed to assist the customer contact organization in understanding what went well and what needs improvement.  Our analysis and reports are designed to capture the more salient issues impacting your organization and present them in a way that is easy to understand and can be used immediately.