Authenticated Measurable Continuous

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1 CustomerCount ENTERPRISE CUSTOMER FEEDBACK SOLUTION Authenticated Measurable Continuous CustomerCount is a flexible customer feedback solution providing intuitive real time reporting, fast turnaround on updates, detailed and dynamic data gathering with comprehensive reporting for process improvement and customer loyalty to improve your bottom line. by

2 What is Developed as an enterprise feedback system for a leading international leisure travel industry company, CustomerCount was first deployed 7 years ago as an online survey system that captured immediate feedback from this company's more than three million customers around the globe. Thoroughly tested over several years with proven, successful implementations, CustomerCount is a powerful and flexible feedback solution and an integral element for your customer experience and loyalty programs. CustomerCount collects, measures and reports customer feedback through branded, customized online surveys. These surveys are formulated to measure the quality of the customer experience with your organization across three primary touch-points. Sales Experience Contact Service Experience Product Experience CustomerCount Through online reporting, delivering reports and instant alerts, we help you ensure that the right information is getting in to the right hands, immediately. While other customer feedback platforms may appear to offer similar solutions, CustomerCount provides what we believe to be unsurpassed product attributes, capabilities and client assistance - for lower cost! We invite you to learn why! CustomerCount was developed and still managed by Mobius Vendor Partners, a 1-year old firm specializing in business process design and management. CustomerCount by

3 Sales Experience CustomerCount enables you to capture relevant feedback from prospects, buyers and non-buyers. Knowing what they like or don t like about their sales experience, coupled with an effective lead profiling process provides you with valuable information that can support your efforts to protect or increase revenue while ensuring adherence to ever changing compliance requirements. Capturing and monitoring input about your sales process with CustomerCount will further support your efforts to: Identify sales staff training opportunities Evaluate the effectiveness of sales materials and presentations Profile buyers and non-buyers to enhance lead generation efforts Track effectiveness of lead generation sources and methods Capture referrals Enhance your Net Promoter Score CustomerCount by

4 Service Experience According to SCORE, the national association dedicated to helping small business owners form and grow their businesses: It costs about 5 times as much to attract a new customer as it does to keep an existing one. An astonishing 91% of unhappy customers will never purchase goods or services from you again. However, if you make an effort to remedy these customers complaints, 82% to 95% of them will stay with you and buy again. The lowest-performing employee can lose more customers than can be gained by the highest-performing employee How do your customers feel after speaking with one of your company representatives? Were their questions and concerns answered? Did they get what they needed? Get real-time, immediate access to your customers feedback with CustomerCount feedback that can be tracked and delivered to the individual representative level. Capturing and monitoring feedback from your customers about their service experience will further support your efforts to: Identify training and coaching opportunities Address potential customer service issues before they become significant problems Determine effectiveness of alternative customer service delivery methods CustomerCount by

5 Product Experience Use the power of CustomerCount to further understand your customers perceptions and expectations of your products. Are there areas for improvement? What do customers say they like most about your product to their friends and colleagues? When planning product improvements or changes, use CustomerCount to run ideas past your customers before implementing. Will a planned enhancement provide the value as anticipated? Will customers be willing to pay more for a new product attribute? Confirming or learning more about customers perceptions of your product will further support your efforts to: Target product development resources for maximum revenue-generating impact Measure price/value perceptions Gather customer feedback about the most detailed aspects of your product CustomerCount by

6 Features & Benefits Survey Design Data Security Brand Reinforcement Reporting CustomerCount by

7 Survey Design Determining which questions to ask and how best to ask them is the basis for ensuring accurate and verifiable feedback that meets your objectives. CustomerCount helps you determine the length of your survey, the questions and question format to use and the best design for your surveys that will maximize effectiveness and return rates. Survey content and format is determined by you and built for you CustomerCount is not an off the shelf, cookie-cutter feedback solution. Our "Smart Survey" feature enables you to display and ask additional questions of your respondents based upon their answers to previous questions allowing for more in-depth query where needed. Support of multiple question types (scale, text, radio button, multiple choice, rank order, etc.) provides ample options to ask questions of your target respondents that will generate the most relevant and actionable responses. CustomerCount by

8 Survey Design Features Truly Global. Sending the survey in the language of the customer s preferred language is paramount to the customer experience. CustomerCount generates surveys in 5 languages and counting including: ةيبرعلا 中国人中國人 České Dansk Nederlands English Suomi Français de Belgique Français (La France) Deutsch Ελληνικά תי ר ב ע Magyar Italiano 日本人 Norwegian Polski Português Português (Brasil) Russian Español (4 versiones) Español (España) Svenska ไทย Türk Question Scoping. Not all customers are the same so why use a generic, one-size-fits-all-survey. We display questions or sets of questions based upon the customer segments you provide or where a transaction as occurred. Multiple Templates. Similar to Question Scoping, a client may want a different look and feel for the invitation and other elements based upon transaction types or customer segments. Easily accomplished. Smart Questions. Why ask questions that may not be relevant to a particular respondent? Our question rules approach can display questions or not based on answers to previous questions. This provides for the opportunity of gaining deeper insight. Data Appends. Any available data can be appended into any question providing the respondent to confirm or remember a specific person, place or other information. CustomerCount by

9 Pop Ups. Depending on particular answers provided for any one question, the client might want to display an additional message. Survey Design Secure and safe, access to your respondent data is protected by state-of-the-art technology, backed up and fully redundant. Your data is just that yours and yours alone. All CustomerCount systems and programs are SSL protected for optimal security Data file transfers are supported via SFTP and FTPS with PGP encryption applied as desired for maximum data security Built-in user interface to a secure site enables you to load data files directly, or if preferred, CustomerCount can retrieve and push data files from and to your secure site Multiple access levels allow you to provide internal users with only the access they require CustomerCount by

10 Custom Branding CustomerCount supports your ability to maintain brand strategy and positioning by customizing your survey and related pre/post-communications. Brand by location, by company or both it is your option to choose. Application of your company's logo, colors and fonts on the surveys and related pre- and postsurvey communications to respondents Customized and personalized invitations to target respondents help maximize response rates Customized post-survey communications support your ability to direct respondents to additional offers and leverage other valuable marketing opportunities CustomerC ount Measurable Continuous Feedback CustomerCount by

11 Reporting CustomerCount provides numerous reporting templates for you to choose from, or we can design reporting formats that best meet your business needs. With CustomerCount you control reporting formats and who has access to these reports. Online, real-time reporting is available 24/7 via an SSL secure site Reports highlight when respondents score performance below a pre-determined threshold, enabling you to quickly scan reports for performance review purposes to take immediate corrective action Numerous report filters enable you to slice and dice respondent data in multiple ways from an overall snapshot to pinpoint targeting to cross tabulation comparison Net Promoter Score provides full support for the capture and reporting of your NPS for your organization as a whole, clear down to an individual agent or product. Report data may be exported into various formats including Excel, CSV, PDF and HTML Designated reports can be automatically ed to whomever you designate on a daily, weekly or monthly basis Role Based Dashboards reports available upon logon and specific to a User s role and site CustomerCount by

12 Reporting continued... Alert Notifications can be sent to designated personnel immediately upon receipt of a survey based on low question scores, low average scores and other response triggers The available Problem/Resolution module captures and stores all responses that were triggered by below threshold answer or low average scores. This module provides quick access for you to reply, forward and otherwise track status and disposition CustomerCount by

13 Contact Us Visit us online at or reach us by phone or at: Robert Kobek, RRP, President Direct William Morris, Managing Partner Direct Marc Carlson, Business Relationship Manager Direct Mobius Vendor Partners 925 River Crossing Parkway, Suite, 60 Indianapolis, Indiana Office Fax CustomerCount by