|
Customer Satisfaction Measurement and Evaluation |
|
What value do your customers see in your products and services? |
|
How can the value of your products and services be improved? |
| Are these questions of paramount concern in your area of responsibilities? Contact us for details on how BTI can help with a common sense approach and personalized services to: |
|
|
|
|
Acquire and retain customers and deepen value provided at a lower cost |
| Discover what customers are really saying about your products and services and what the implications of their responses point to, to help achieve objectives in the next 12 months. BTI works with you to: |
| Set
Objectives and Scope: What are some of the important things
you would like to achieve with your customers in the next 12 months; which
of your customer segments would you like to focus on?
Create a Representative Sample Customer Set: Which of your customers best represent the customer segments your are most interested in? Develop Questionnaires: What questions will give you the most meaningful responses and feedback? Manage Surveys: What will make your customers respond to questionnaires; do they need incentives; what's the best way to get the surveys to them? Analyze: What are your customers saying; what are the implications of their responses; pointers that indicate what needs to be done to achieve objectives you set out? Plan for Improvement: Specific actions that need to be taken to achieve pointers from the survey analysis; who needs to do what and what such actions will cost; is it worth it and what needs to be done to ensure that the required actions are implemented effectively? Monitor Implementation of Improvement Plan: Are the planned actions being carried out effectively; are you seeing the expected results? Monitor Customer Satisfaction Trends as improvements are implemented Need more information? Contact Us |
|
|
|
Deliver increased value with one or a cluster of products and services |
| Measure and evaluate customer feedback to see how well current offerings are doing against competition, and what can be done to improve product and service attributes to provide higher value to customers at a lower cost. BTI works with you to: |
|
Identify
product/service attributes that
should be evaluated and compared to competition
Identify customer consumption life cycle with key events for the identified products and services. Identify representative customer samples who will be best positioned to provide input on their experience with your products/services and those of your competition Develop questionnaires to get critical inputs from selected sample Analyze customer responses and draws out implications on what needs to be done to improve products and services and their delivery Monitor impact of product/service improvements on customer experience Need more information? Contact Us |
| Case Studies |
|
Retaining loyal customers and increasing Customer Satisfaction in a medical systems company Boosting donations and donor Customer Satisfaction for a non profit private foundation |
|
For details on Employee Manager Satisfaction Employee/Manager Training Assessment and Business Process Effectiveness |
|