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:

• In addition to implementing a web survey solution, any combination of other methodologies is available, such as kiosks and mobile devices
• Invitations to the survey can be generated by an email communication program, which begins by an invitation to customers, continues by monitoring participation and completion, generates targeted reminders, and completes with a thank you mailing summarizing survey results
• Other communications with respondents can also be woven into the program, such as follow up to certain responses via SMS messages or emails, winner draws, and customer rescue programs

Collected data is then easily transformed into valuable business knowledge using the following tools:

• Real-time, online, intuitive to use, self-serve reporting system allows both monitoring progress and drill-down studies after the study is completed
• In-Touch predictive modeling can deliver further off-board analysis, which identifies key drivers of customer satisfaction
• Armed with these customer satisfaction insights, you can launch the next iteration of the customer satisfaction survey that drills into the most relevant areas for your business

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.