This comprehensive service has four components:
1) Effective survey design, based on the questions the client wants answered
2) Administering the surveys through multiple channels to increase reach and response rate
3) Tabulation of results across all channels
4) In-depth analysis of customer responses for identification of important trends
vCustomer integrates five channels, providing a high level of customer reach and response rates:
Email responses Phone calls to customers Paper-based responses Web surveys Interactive Voice Response (IVR)-based surveysWe draw heavily upon our design expertise to keep the surveys to the minimal length and complexity possible, while addressing the business requirement. This encourages accuracy and a higher response rate.
Clients
can view responses collected in near-real time through a Web-based
reporting site Cost-effective solution for collecting objective customer feedback Position the higher revenue generating products and services betterWeb and IVR-based survey channels:
Clients can modify questions based on responses, if needed
Survey questions are adaptive to responses to previous questions,
which creates a more meaningful survey method A technology client leveraged vCustomer’s Customer Survey Solution to gauge reaction to planned changes in its warranty and returns policy. Analysis of feedback from customers indicated stiff opposition to a few aspects of the proposed warranty policy. The Company was able to prevent a major customer satisfaction meltdown by skillfully modifying the terms of the warranty policy to address customer concerns and yet meet its business objectives of reducing the cost of servicing warranties by
15%. |
Delivery Model
Integration with Platforms
