Farscape – Loyalty Benchmark

Client Need

CSM has helped Farscape uncover insight by using quantitative and qualitative research methods. Using the “Net Promoter Score” to segment their client base, Farscape identified their brand evangelists and customers most likely to recommend them to others.

Business Challenge

The challenge presented to CSM was to uncover insight into Farscapes sales process and help identify key Brand Evangelists and Influencers using the Net Promoter Score to optimise and develop their referral based sales model.

What CSM Delivered?

• Comprehensive Audit of the Organisation,
• Competitor Benchmark Analysis,
• Segment Customer Data,
• Clean & De-Dupe Data,
• Build, Deploy and Post Online Survey,
• Manage Email Invite & Reminders,
• Suggest Areas to Improve Service Delivery,
• Reports for the Senior Management Team.

Client Benefit

With the help of CSM, Farscape were able to identify key stakeholder’s that were most likely to support with their referral sales scheme using the Net Promoter Score. Subsequently, by benchmarking themselves against their competitors, they were able to identify areas of their organisation which needed Investment to get them closer to client expectations and give them strategic recommendations to give them the edge over their competitors.

Client Investment

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