How ViewPoint gives consumers a voice, and retailers a reason to listen
Yet another accolade has been bestowed on the UK’s leading provider of research technologies.
Consumer choices are changing all the time. Whether it is driven by fashion, price or innovation, the demands of the customer require constant attention to ensure you are maximising sales and profit opportunities.
Traditionally, face to face interviews, postal surveys and mystery shopper exercises have been the channels used by brands to identify purchasing patterns and customer needs. But how much value does this kind of insight add?
The process of collating customer details and scheduling calls through an external agency meant that several weeks transpired before the customer could be contacted. Consequently, customer feedback relied on memory and did not reflect the actual retail experience at the time of the customer’s store visit. Additionally there is no opportunity to capture feedback from browsing visitors who did not purchase anything from a store. How powerful the knowledge of why they didn’t buy would be? This means that very little insight of real value is actually captured.
Point of experience feedback however, is proven to be over 40% more reliable (Gartner); Self-service feedback kiosks, such as CRT’s ViewPoint system, placed within a retail store are the perfect mechanism for capturing customer insight at the point of experience. They provide high value insights into consumers' changing preferences and priorities, helping marketers monitor whether their products and services are competitive before and during, rather than after a purchasing decision is made.
According to one Specsavers store manager: “CRT’s ViewPoint Touch Screen is like having a dozen mystery shoppers reporting their in-store experiences every day.”
Cost effective
It’s also a driver of operational efficiency, allowing retailers to talk to people about the right things at the right times, meaning they can identify and deliver greater value at lower cost.
One of the core aspects of why this type of feedback is so successful in the capture of customer feedback is the levels of anonymity that the system provides respondents. Customers actually prefer touch screen kiosks to other research methods as shown by independent research from Coventry University:
ViewPoint survey solutions are an innovative way for leading high street brands to engage with, learn from and respond to store visitors. Customers are empowered to provide meaningful and constructive feedback that actively strengthens their relationship with a brand - allowing your business to obtain higher levels of customer satisfaction.
General
CRT provides feedback solutions to the public and private sector and is established as the leading provider of genuine ‘point of experience’ feedback solutions. Last Year, over one million people gave feedback through CRT technology. The ViewPoint Research Control Suite range of technology includes Touch Screens, Tablet PCs, PDAs, Online Surveys, Voice Recognition and mobile phone feedback services. Client Service and Managed Service options ensure that an end-to-end solution is delivered to client requirements.
CRT is partnered with IBM and are Institute of Customer Service and Market Research Society.
For more information, please call James Marscheider or Simon Rowland on +44 (0)24 7643 0295 or email: info@crtviewpoint.com
|
Date |
Article |
||
|---|---|---|---|
27/11/2009 |
CRT Make the Fast 500!
Yet another accolade has been bestowed on the UK’s leading provider of research technologies.
|
||
|
09/10/2009 |
NI 14 - Are you reducing avoidable contact?
Find out how CRT's leading customer survey solutions could help you meet the requirements of this important National Performance Indicator.
|
||
|
14/09/2009 |
The Economic Value of Customer Insight
To truly identify and maximise competitive advantage, you must prioritise customer insight, accoridng to one leading CEO.
|
||
|
15/08/2009 |
Customer Research Technology is really excited about their latest International adventure!
CRT will be helping to improve the life of a young child by sponsoring their education for the whole for the whole of their childhood
|
||
03/07/2009 |
Customer Research Technology’s ‘Excellent Solutions’ Given International Award!
Customer Research Technology Ltd, widely recognised as the UK's leading provider of point of experience feedback from customers, has been given further endorsement having won the prestigious IBM European Solution Provider Excellence Award.
|
||
|
01/06/2009 |
Local School wins Corporate Sponsorship
CRT has quickly responded to a local primary school, when made aware of the pressing need for private funding in order to secure government funding for the re-development of out of date classrooms and facilities.
|
||
|
27/05/2009 |
An Information Revolution is coming to the NHS
The recently released Government white paper “Working Together – Public Services on your side” has highlighted fundamental changes that NHS providers will have to go through to ensure that they are meeting minimum standards of services.
|
||
|
09/02/2009 |
Specsavers selects CRT's ViewPoint Touch Screens and automated reporting. True point of experience feedback from customers and browsers
Specsavers selects a true ‘point of experience’ customer feedback solution, as store-wide touch screen systems are rolled out.
|
||
|
02/01/2009 |
CRT's Success within the NHS.
CRT’s new 'Health Sector' website provides a growing resource for new and existing NHS customers. It will increasingly detail successes, preview new emerging technologies and provide thought leadership from patient feedback insights.
|
||
|
22/12/2008 |
|
 |
View Article |
|
|
