Customer Satisfaction

Is your business showing them the love?

“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.”
Steve Jobs

Customer satisfaction can provide you with a valuable indication of how successful you really are at managing and growing your enterprise. Getting a grip on the true picture can prove to be tricky without having an expert on your side.

REACT Customer Research will assist your business to accurately determine your current level of customer satisfaction being achieved.

Our approach:

  • Qualitative – focus groups and in-depth interviews
  • Quantitative – interception, telephonic interviews, online surveys and mystery shopping

These outcomes will help you make informed organisational decisions and highlight areas where improvements need to be implemented.

01

PLANNING

Once the proposal has been approved, we kick off with a workshop, to gain an understanding of your business requirements. The customer experience touchpoints, operational standards are determined and the parameters of the study established.

02

DEVELOPMENT

The REACT team will design a questionnaire which will cover all aspects which require evaluation. The questionnaire will be signed off by . The questionnaire will be scripted on our data collection and reporting system.

03

LAUNCH

After approval on our system, the project goes live. Data collection will either be done telephonically or via online self-completion from a database of customers provided by you.

04

QUALITY CONTROL

Internal check and balances have been set in place to ensure the highest standard of work.

05

LET’S WORK TOGETHER

REACT encourages close client contact throughout the duration of the study.

 

Once the study has been completed, REACT will provide a detail report, which details the drivers and distractors of the results with you at a post project meeting. During this meeting, we….

  • Identify which efforts have the greatest impact on customer engagement and purchasing decisions
  • Determine the areas is doing well and which functional areas can be improved
  • Prioritize areas of strategic and tactical opportunity

The initial wave of the study sets the benchmark on which to compare future waves. Further waves will highlight which customer experience touchpoints are increasing, decreasing or being maintained.