Customer Satisfaction is a key success driver for every competitive business. Satisfied customers are more loyal, they make larger purchases more often, and they represent a valuable marketing channel since they are more likely to make a positive recommendation to prospective new buyers.
Once the key drivers of customer satisfaction are understood in your business, they can be translated into standards for sales training or used as a design framework for a Mystery Shopping program – a program that will ensure consistent and standardized future measurements of the satisfaction drivers.
In-Touch Customer Satisfaction Surveys: Multi-Modal Data Collection
In-Touch enriches traditional customer satisfaction methodologies by leveraging the mobile web:
Collected data is then easily transformed into valuable business knowledge using the following tools:
In-Touch also complements Customer Satisfaction Measurement studies with exit interviews delivered by “intercept agents”. While this method produces many fewer data points, it provides the opportunity to collect insight from lost customers, who actually did not complete a purchase.