First step back and ensure you have your strategy aligned, then craft questions aligned to the specific challenge.

Start by reviewing your promise to customers, what is their expectation (brand values, brand promise), then overlay the commercial objectives of your organisation (what is your end game?), then review your customer journey, where are the drop out points, then engage with customers at the pain point prior to exit (your lose point), then build the right questions to seek the answer to attrition.

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Customer Satisfaction Surveys are a great way for organisations to utilise the power of market research and truly understand the reasons why customers choose to buy from you, what they value the most about your organisation and more importantly, gather valuable competitive intelligence about your competitors to identify areas of your service offering which need to be improved in terms of your customers’ needs, wants and desires.

Customer satisfaction surveys are an easy and cost effective way of communicating with your customer and helps not only to promote two way dialogue between the organisation and customer groups but also provide invaluable feedback for managers and decision makers to measure the on-going performance of individual agents in a customer support departments, the healthiness and effectiveness of customer touch points and the processes which help the organisation to deliver services or products to your customer groups.

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Here is the 2011 US brand loyalty index top 5

• 1st - Amazon
• 2nd – Apple – Iphone
• 3rd - Facebook
• 4th – Samsung
• 5th – Apple – Computers

Click the link to see the top 100 :  http://bit.ly/oWzNBL 

CSM Thinks…

This is a US index, we really like the concept and execution by http://www.brandkeys.com

We wonder if UK consumers score these global brands in a similar way? Or is the delivery of a brand within a global territory different?

Would UK consumers be as loyal as the US coffee consumers to Starbucks?

This would be a good study-index to replicate in the UK and EU.

This week’s insights are triggered by our recent Customer Satisfaction Experiences; we hope you find them useful and reflective…

This week’s insights are triggered by recent Customer Satisfaction Survey articles; we hope you find them reflective…