CRMI offers three types of customer surveys: Transaction surveys, Relationship surveys and Key Account interviews. These are the basic building blocks of your customer loyalty management strategy.  Gathering responses, analyzing the information and reporting on the results are all part of CRMI’s vast expertise.

 

	Transaction Surveys focus on following up on a recent transaction or service event. Typical events include closed cases for technical support, field service or customer service calls, new product installations and training.  Since this report type is incident specific, it can capture and report on information relative to service quality of the customer experience in selected, individual areas of your company’s service delivery chain. The primary contact for this survey is the end-user.
	Relationship Surveys typically focus on your key customers by following up on their recent experiences with the various facets and touch points of your organization; e.g., product, service, company perception, customer loyalty, etc.  This module is the primary tool for communicating with your customers regarding the level of service provided by your organization. This survey has a customer service focus, incorporates the essentials for measuring customer satisfaction and may be used to obtain information on other service delivery issues. It also discerns how your customer needs differ from one "type" group to another and may provide an insight into new sales opportunities. This survey is designed to measure customer satisfaction levels at all of your organizations customer touch points. The typical contacts for this survey include end-users, middle management and high level decision makers.
	Key Account Interviews are focused on increasing customer retention with a special emphasis on key accounts.  This methodology identifies those issues that help determine your customers’ loyalty strengths versus vulnerability to your organization’s products and services.  Key Account Interviews uncover issues of cultural, knowledge and process barriers that can prevent you from becoming a customer centric organization