We know exactly what customers expect of our competitors and us
We know what creates high value for customers and what does not
We segment our customers based on what they value
We regularly measure customer loyalty
We know precisely what to do to build customer loyalty
We know how our customers perceive us against our competitors
Our service standards are based on data from customers
How many of these statements are true for your company?
If you can answer “Yes” to all seven, congratulations! You are in very select company. If four or fewer are true, perhaps it is time for you to roll up your sleeves. There is work to be done.
Identify and map your customers real expectations
Assess your performance against expectations
Agree priority actions based on the diagnosis in a facilitated workshop
How it works
First we learn as much as we can about your business, your situation and your needs. Then we review your existing customer data and data collection methods, if any, so that we can build on what you already have in place.
Research begins with expectations mapping which is a highly specialised method used to gain a deep understanding of customers’ requirements.
Although the map by itself provides rich information, it is usually translated into a survey that allows us to compare your performance against the:
level of performance expected of an ideal provider
level of performance that is minimally acceptable to customers
perceived performance of competitors or the market overall
We use advanced statistical methods to identify underlying customer segments that cluster around drivers of customer value and to determine the factors that drive customer loyalty. Distinctive graphic feedback and exclusive priority setting tools results in ata that is extraordinarily useful and actionable. We also excel at cross-cultural and multi-lingual surveys.
Executive Workshops on the research data
We don’t just hand you a report and disappear! Our expert change facilitators run action and implementation planning workshops from the survey results so that you can go beyond thinking and into action.
The benefits to you
Allows the development of customer-focused questionnaires based on what matters to customers and not only based on what the company’s managers want to know
Allows the development of highly customized questionnaires targeted to your customers
Unusually broad and in-depth information not obtainable through other means
Not generic data; specific to the client company. Data are easy to understand and work with
Measures the gaps between your performance, ideal performance, and competitors’ performance
Identifies all key areas where your performance fails to meet customer expectations
Usually generates high response rates because customers see the questions as relevant
The proliferation of survey platforms makes it seem that anyone can do customer research. It has never been easier to design, create and launch a research survey using today’s advanced research technology tools, but the question remains; is it really that easy to access great insights and should you be doing it yourself? Read More…