Expertise

  • Customer Insight
  • customer experience research
  • IVR Real Time Feedback
  • Customer Experience
  • Research and Development
  • Complaint Handling
  • Qualitative Research
  • Culture Change
  • Contact Centres
  • Brand Development
  • Process Improvement

Summary

Business is increasingly focused on using customer feedback to improve customer experience. In pursuing this strategy companies have looked for a simple metric that can be deployed across the whole organisation. Net Promoter Score, Customer Effort and Customer Satisfaction all have their advocates who champion each metric in papers, publications and online. We believe this widespread debate has given rise to an excessive focus (often at board level) on the number itself with too little attention paid to what lies behind the number (the reasons why the number is high or low, goes up or down). Our focus is continually on how to support our clients in generating maximum return on investment from the feedback process in applications such as:


 using customer feedback to support agent performance management;
 using key metrics to map and improve the customer journey process;
 using real-time feedback as the basis for effective customer recovery programmes to improve
brand advocacy and reduce complaints;
 fulfilling regulatory and compliance obligations by demonstrating fair treatment of the
customer
 informing and managing brand management programmes based around a differentiated customer service proposition.


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