Event driven satisfaction
Every interaction with a customer is a positive chance to reinforce the brand, although too often this can be a chance missed. Populus has developed a framework to measure the effect of these interactions and their impact on a client’s brand.
The framework follows a five step process:
- It begins with an event – this can be any customer interaction but includes outbound or Inbound calls, email contacts, website visits and store visits.
- We then determine sampling criteria – this takes into account frequency of feedback (daily, weekly, monthly?), category of contact (service enquiry, technical problem, complaint etc) and volume of contacts (every customer, every nth contact).
- We then Interview the customers – interviews can be conducted in a number of different ways (eg Online, Telephone, IVR, SMS) with the data collection mechanism deployed dependent on depth of information required and the response rated needed.
- If customer dissatisfaction reaches a certain threshold we then trigger red flag alerts which are directed to relevant individuals at the client organization.