Customer Satisfaction

Are you connected to your clients?

“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 where you stand. How successful are you really at managing and growing your enterprise? Coming to terms with the true picture of exactly where you stand can prove to be tricky and even overwhelming. Why not partner up without having an expert on your side.
 

By determining your current level of customer satisfaction, REACT Customer Research can put your business on track.

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.

This will help us gain an understanding of your business and its unique requirements.

The customer experience touchpoints and operational standards are determined and the parameters of the study established.

02

DEVELOPMENT

The REACT team will design a questionnaire to cover all aspects that require evaluation. The questionnaire will be signed off by you, the client. 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 is complete, REACT will provide you with a full report. During the post-project meeting, we’ll discuss what drives and what distracts you from achieving the right results. Here we’ll also take the opportunity to:
 
  • Identify which efforts have the greatest impact on customer engagement and purchasing decisions Determine the areas that are doing well
  • Which functional areas can be improved
  • Prioritize areas of strategic and tactical opportunity
 
The initial wave of the study sets the benchmark on which we will compare future waves. Further waves will highlight which customer experience touchpoints are increasing, decreasing, or maintained.

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