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| Customer Satisfaction Surveying |
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CSS uses its Customer Discovery methodology to acquire valuable intelligence on the customer base including their priorities, satisfaction levels, and basic demographics necessary for effective Customer Relationship Development. This is best done by conducting a survey which enables our client to link specific responses to specific customers, thereby allowing the organization to customize relationship development efforts and actions to the individual customer or customer type as much as possible. CSS prefers to also obtain operational and demographic data from our client on its customers to use in the analysis. This enables CSS to further evaluate the survey results and determine any consistent reasons for satisfaction concerns, characteristics of more satisfied customers, and identification of customers more likely to be at-risk of loss. Information obtained from these surveys is used to assess customer satisfaction levels with the client business, set a baseline for ongoing satisfaction measures, and identify opportunities for improvement. CSS aggregates and analyzes all results to identify at-risk customers, create recommendations for increasing retention, and offer suggestions for internal performance improvement. In some cases, it’s not possible to tag a certain response to a certain respondent. In those cases, we still are able to evaluate overall performance to identify internal opportunities for improvement while also stratifying responses by customer type to best analyze the unique satisfaction drivers, preferences, product awareness, and current satisfaction levels by customer type. This is an information rich research product.
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