Measurement Services

Baseline Customer Satisfaction & Loyalty Surveys
Economic Modeling
Customer Satisfaction & Loyalty Tracking Programs
Employees At Risk Surveys

Baseline Customer Satisfaction & Loyalty Surveys

Deciding where to invest a company's finite resources to improve customer care requires reliable survey data that pinpoint those policies which produce the greatest bottom-line benefits. Most surveys of customer satisfaction and loyalty rely on simple, one-dimensional measures that oversimplify priority setting and potentially mislead decision makers about which policies to fix.

CCMC's survey methodology uses a variety of reliable measures to support a 'convergent validity' approach. In doing so, decision makers are presented with a rich, multidimensional view of the key drivers of customer satisfaction and loyalty. Customer problem incidence, traditional satisfaction measures, competitive analysis, brand loyalty, predictive modeling and "CEO for-a-day" questions are among the survey techniques utilized. All company-specific findings are compared to industry-wide benchmarks.

A comprehensive set of reports and collaborative briefings is used to build consensus on which actions will produce the most favorable ROI and how to move from measurement to action.

Economic Modeling

CCMC's economic models are used to convert impressions and intuitions about customer care profitability into a sound business case. These models can be used to quantify lost profits from less-than-acceptable performance as well as to calculate the ROI of remedial programs to improve customer care.

As a general rule, companies find that they can significantly decrease total spending on customer care while at the same time increasing ROI. The trick is to replace costly, unprofitable policies with those that truly improve brand loyalty. CCMC's economic modeling techniques are effective tools for conducting such analyses.

Customer Satisfaction & Loyalty Tracking Programs

Using a wide variety of survey techniques, CCMC's tracking programs provide continuous feedback related to performance on the key drivers of customer satisfaction and loyalty. Tracking systems are offered to monitor satisfaction and loyalty related to the overall customer relationship, critical customer transactions/events and the customer contact experience. All customer channels—telephone, mail, e-mail, web, fax, and face-to-face—can be monitored.

A unique reporting philosophy—stressing a 'management-by-exception' approach to interpretation of the data—is used to guide managerial decision making so that corporate resources are targeted for improving customer satisfaction and loyalty. CCMC's value-added workshops and collaborative briefings are used to integrate these tracking programs into the culture, strategy and day-to-day operations of a company.

Employees At Risk Surveys

Drops in employee satisfaction generally lead to similar drop offs in end-user customer satisfaction and loyalty. These surveys are designed to do more than just take a temperature of corporate culture or simply measure employee satisfaction. Barriers to doing the job right the first time and the provision of effective customer care are identified together with the impact of such factors on employee motivation, productivity, retention and recruitment. Ongoing tracking of the key drivers of employee attitudes and behaviors is generally a useful follow up to the initial Employee At Risk Survey.