To provide frequent customer feedback on specific contact occasions, in order to quickly assess customer reaction to countermeasures introduced following the “annual / 6 monthly” Customer Satisfaction survey.

Target customer

Customers who have regular contact with you covering a variety of aspects e.g. sales enquiry, billing, project delivery, fault and repair service, complaints through a variety of contacts points, e.g. account manager, call centre, email, billing enquiries, engineers etc.

Objective

Business benefit

Many companies currently perform a formal customer satisfaction survey once or twice a year. In order to manage the business in a fast changing market this is too infrequent to hear the “voice of the customer”. Touchpoint metrics provide frequent feedback so that customer reaction can be immediately measured and acted upon.

Overview of method

Short telephone / online surveys targeted at customers who have recently experienced a touchpoint with the customer. The customer centric perspective surveys are linked to internal process metrics, and industry specific measurements.

Output

Management scorecard that shows internal metrics compared with customer metrics, highlighting any gaps between internal and external perceptions of improvements.

Take the next step

Evaluating, monitoring and improving customer touchpoint metrics is an area we specialise in. To find out how an evaluation programme could improve your company’s customer satisfaction ratings, please contact us.

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Customer touchpoint metrics