Information is the key to business
Customer satisfaction with the level of service and satisfaction with the quality of services and products affects loyalty which translates into the profitability of projects. The attitude of Customers to the proposed services and products is also an important element of building the sales strategy of each Company. Therefore, we offer a Service that will provide the Business Partner with important information about Customer preferences in a short period of time.
Depending on the purpose of the research, as part of the service, we offer a survey, the form of which is determined on the basis of the Business Partner’s expectations. The service can be provided on the basis of a questionnaire. In such case, the received and standardized responses, are entered by our Consultant to an electronic script already during the call.
After completion of the Service we conduct a thorough analysis of the survey. A summary of the results is provided to the Business Partner in the most optimal and clear form.
The service can also be provided using the open questions method.
Before starting the Service we provide advice on the selection of the target group. We try to make sure that the survey form is effective and we suggest the most optimal model that will provide the desired information.
Three Campaigns are presented below:
Quality of Services and Products – to prepare the sales strategy
Quality of Service –to increase Customer satisfaction
Net Promoter Score – for a fair comparison of results
Please feel free to contact us if your Company:
- intends to explore and analyze the opinions and preferences of Customers
- plans to increase recognizability
- prioritizes comprehensive solutions and high quality of customer service
- wants to gain new Customers and become more available for the existing ones
SCOPE OF THE SERVICE:
- determination of business expectations
- configuration of the ICT facilities
- preparing training materials
- preparing conversation scenarios and a dedicated “relational path”
- monitoring the Service quality and implementation
- recording and storage of calls
- a detailed report of actions taken
QUALITY OF SERVICES AND PRODUCTS
The telephone survey of services and products is one of the cheapest and most effective methods of improving the quality of product offering, and the relational nature of calls increases the effectiveness of actions.
Thanks to the standardization of the interview the obtained results are objective. Consultants record all information in a dedicated panel that allows the results to be controlled at each stage of implementation. During the call interviewers use a ready-made script that archives all the answers.
QUALITY OF SERVICE
We offer one-time research and constant monitoring of the quality of service. The short period of the research will make it possible to offer instant diagnosis of the problem and take appropriate action.
As the quality service survey is done by an independent Team that has not participated in contacts with Customers so far, it is possible to receive free and open opinions from Customers. -more-
As part of the Campaign, we offer assistance in defining the target group objectives and preparation of the script. The proper strategy to reach Customers, consisting of the appropriate sequence and form of questions and answers ensures a complete assessment.
At the design stage of the Campaign we determine, with the Business Partner, the areas to which particular attention should be paid. Taking into consideration the expected effects we create an outline of the interview based on the latest trends of marketing research.
NET PROMOTER SCORE
The NPS (Net Promoter Score) is a universal and proven customer loyalty research tool which is characterized by the speed and ease of interpretation of the results. The research may be conducted as a separate Campaign and may complement the opinion survey. The greatest advantage of the research is the possibility of comparing the results with the effects of the competition research and the possibility of using the results in marketing materials.