Customer Management
Projects that we have recently completed include:
Optimising Customer Care Services
A study to support the evolution of our client’s customer care offerings and to develop a more standardised customer care offering globally (Technology Provider, Global Study)
Assessing Outsourced Customer Helpline/Website
A study assessing the effectiveness of our client’s outsourced European customer helpline/customer support website (Technology Company, European Study)
Event-driven Customer Satisfaction
A large-scale study assessing customer satisfaction with a variety of customer support services e.g. sales and service, fault repair, complaint handling (Networking Company, UK Study)
Satisfaction with Website Self Service
A study assessing web usability and monitoring satisfaction with our client’s self service offering (Mobile Operator, UK Study)
New Joiner Satisfaction
A study to identify and measure levels and sources of satisfaction/dissatisfaction of new customers and to understand more about how to maintain or enhance the new joiner customer experience (Mobile Operator, UK Study)
Understanding the 'Voice of the Customer'
A major customer satisfaction programme covering 150 countries delivering customer experience and relationship insights to help our client cement and grow relationships around the globe (Technology Provider, Global Study)
Optimising Customer Support Services
A large-scale international event-driven satisfaction study of our client’s support (repair) services (Technology Provider, European Study)
Channel Satisfaction & Program Development
A study to help our client improve its understanding of the channel environment, and to develop an effective channel partner programme (Technology Provider, European Study)
Incentivising the Channel
A study to gauge reaction to a new, pan-European incentive scheme designed to accelerate network migration through the channel (Networking Company, European Study)
Customer satisfaction within the SME sector
A study to understand the key actions/strategies that our client should take to improve the customer experience (Technology Provider, European Study)
