Why should you care
Global organizations are reshaping themselves to serve a dynamic and demanding market - and that means reinventing themselves to operate in an increasingly flexible and adaptable way.
Conducting customer satisfaction surveys is a business practice that offers at least two major advantages for companies: they establish a channel of dialogue with customers, who start to feel more considered and contemplated; and the company gains more chances of getting its products and services right, meeting the real demands of its customers.
In both, the company will have the possibility to become more flexible and adaptable, by monitoring in real time what the customer thinks and expects from the company, by reducing planning errors to drive process improvement.
90%
(%) of the companies that continuously monitor customer satisfaction, have a higher level of loyalty and profit per customer than their competitors.
How our customer satisfaction survey methodology can help you
Have you ever imagined being able to measure, analyze and improve the management of your business based on the satisfaction of your customers, considering the result of each transaction or sale?
The evaluation of customer satisfaction aims to identify the critical points to be observed in the customer's contact with products and services, measure their perception of the organization and identify opportunities for improvement, increasing satisfaction.
We adopted the Net Promoter® Score (NPS®) as a methodology for measuring customer satisfaction. NPS is one of the most common customer experience metrics used by companies worldwide.
The technological platform we use is simple, flexible and powerful to engage your customers and allows you to gain insights for specific actions, from:
- Targeting customers by loyalty
- Identification of dissatisfied customers and prone to cancellation
- Comparison with industry and competition scores
- Identification of the determinants of customer loyalty
- Monitoring improvements in products, services and throughout the customer journey
How it works
Our work supports you to assess the satisfaction of each client, from the planning stage of the research methodology, through the collection and analysis of results.
Together, we have defined the most effective channels for receiving feedback and handling any complaints, using interactive and easy-to-use tools that can be put into practice in a short period of time.
You will be able to continuously collect feedback from each customer through:
- Service robots and messaging apps;
- Text or SMS;
- Cell;
- Native apps;
- Offline surveys
- And much more
