  Improve customer service and your bottom line with ViewPoint from CRT |
Why Bother Improving Customer Service?
"I'm amazed at the number of people I talk to who, when I ask them how they get customer feedback, simply say 'we don't!'"
Customer satisfaction can be a real pain! Merely a record to keep HQ happy, an insincere smile to achieve a mystery shopper score. Those who view customer satisfaction in this way fail to see the enormous benefits to be gained by truly engaging with their customers.
If all you're doing is ticking a box to say 'we do customer satisfaction surveys' then you're simply wasting your time. Fundamentally, good research should be focussed on improving the customer experience which, by default, will fatten the bottom line. There are countless papers in business schools proving that by improving customer service, customer loyalty is built, which has a direct impact on revenues.
Here are just a few customer satisfaction survey examples of how companies have used our innovative ViewPoint customer research technology to improve customer satisfaction and profitability:
1) Through feedback results, a retailer identified that certain products were running out at particular peak times in the week. Consequently, they improved their processes for restocking and sold more.
2) By running a well crafted customer satisfaction survey, one food caterer discovered a sector in the market they didn't realise existed. They made adjustments to their product offering. The result? - they sold more into a new area.
3) A GP surgery conducted a satisfaction survey on waiting times. They identified that certain types of people were happy to wait over 20 minutes whilst others were impatient after 5 minutes. They duly adjusted their appointment making process to accommodate both types. As a result, complaints dropped which saved reception staff significant time. This change was managed with no extra cost to the surgery.
These examples demonstrate where an organisation has:
• Listened to customers;
• Understood the customer experience;
• Responded
In short, by investing in CRT's cost effective ViewPoint customer feedback technology our clients simultaneously improved service and increased profitability.
For more information on our ViewPoint customer feedback solutions or a free consultation, you're welcome to contact us now.
