Customer Satisfaction Measurement with ViewPoint

“The issue with effective customer satisfaction measurement is not just about the how or the what...but the when.”

The timing of a shopper or service user's feedback is crucial to achieving accurate results. E Kolsky's paper for Gartner Research on ‘Customer Satisfaction Management’ states that customer feedback collected at the point of experience is 40% more accurate than customer feedback collected 24 hours after the event. Furthermore, just measuring customer satisfaction in the immediate experience is likely to increase response rates by 10 to 12%.

CRT's one-stop solution for all your customer feedback needs

So, when selecting customer satisfaction measurement products and services it is advisable to select a method suited to the medium and timing of the customer transaction. For example, someone buying online will provide more accurate insight if they complete a customer satisfaction questionnaire online, immediately after their experience. In a retail store,touchscreens are proven to be the most effective method of collecting customer feedback. On the same basis, telephone service is best followed by an IVR survey.

Any research on levels of customer satisfaction must be robust enough to withstand manipulation, particularly if this is linked with employee feedback. CRT's customer feedback software solutions include Valid8™ - unique algorithms, developed to counter any attempts by staff or consumers to manipulate perceived service at that location. This 'filtering and quarantine' system is part of the unique ViewPoint Research Control Suite of software.

CRT provide a wide range of products and services to help organisations in the public and private sectors measure customer satisfaction. Contact us today to discuss your requirements and for a free consultation.