Customer Experience Survey Program. Highlights and Key Ideas

Transcription

1 Customer Experience Survey Program Highlights and Key Ideas

2 Thank you for visiting! Click through this summary for an introduction to our Customer Experience (CX) measurement survey and learn how it can work for you. This survey process is aimed to give you a cost-effective means for communicating with your customers and gives them a way to provide feedback to you. Monitoring your performance in real-time from the customer s perspective gives you information you can t find elsewhere. Plus, if someone has a problem or complaint, our system delivers a safe, comfortable way to voice concerns. In turn, it provides you a fast means for understanding the issue so you can quickly make contact with the customer to solve the problem and improve, if not save, the relationship. Please let us know if you d like to learn more. We will respond promptly.

3 The Readex CX program has several components. Surveys are done online using customer s you supply. A standardized questionnaire is deployed but there is content flexibility on one question. An online dashboard is created for you that highlights key data points from your surveys. Full results are reported deeper on your own results site. Both the dashboard and full site are tablet and mobile enabled; results reported in real-time. An Action Alert feature quickly identifies customers who need attention. All set up and fieldwork is managed by Readex. Services are competitively priced.

4 What would you need to do if you use our program? Provide input on Question 1 of the survey, which addresses key customer touchpoints. Name a point person to receive Action Alerts. Determine Action Alert settings. Provide your logo and primary color to brand your questionnaire. Once the process begins, supply customer addresses for each survey event.

5 What does our standardized questionnaire ask of the respondent? It s important that a survey addresses the correct questions, but does so in a concise manner. Our model includes just five questions. In Question 1, we ask for feedback on key relationship touchpoints. Touchpoints are the characteristics of the relationship, from the customer s perspective, that are most important. The question is typically set up as follows: How do you feel about the service we have provided to you in each of the following areas. We provide a list of four to eight touchpoints which your customers then rate, for example: Did we complete all of the work on time?

6 What does our standardized questionnaire ask of the respondent? The remainder of the survey covers the following areas: A rating of the customers overall experience with you. Likelihood to continue doing business with you. Likelihood to recommend you. An open-ended question seeking verbatim comments from the customer about their experience with you.

7 Now that your survey is done, how is information reported? We use a real-time, online dashboard summarizing key data! The dashboard is desktop, tablet and mobile enabled.

8 Beyond the dashboard, full data from all questions are accessed via the drop-down menu. Click on Menu and a full selection of reports will be available, all data is updated in real-time as responses come in.

9 Action Alerts An Action Alert is triggered when a customer answers a question at or below settings you establish. Your point person will receive an that looks like this: You have received an Action Alert from your current Customer Experience survey. The information is as follows: List Customer: ABC Corporation List rsmith@abc.com List Contact: Rose Smith click here to view this and all Action Alerts. Please DO NOT reply to this . It is an unmonitored account.

10 Timing The set up process typically takes 1-2 weeks. This includes: Setting up and finalizing your questionnaire. Receiving from you your logo and primary color. Determining Action Alert settings and point of contact. Setting up your dashboard and issuing login credentials.

11 Pricing There is a one-time set up fee of $175. Each survey event is $450. Your tenth survey is compliments of Readex. Example: $175 set up and 6 surveys a year: $2,875.

12 Customer Experience Survey Program Please let us know if you would like to talk more specifically about your situation. Susan: Jack: