Delivering an outstanding customer experience starts with fully understanding your customers' needs. To gain that understanding, it's essential to gather pertinent customer data and feedback, and then analyze it to find the keys that will unlock customer loyalty. Good or bad, this input is a critical component of a successful customer experience management (CEM) strategy.
Customer and employee surveys are the building blocks of that CEM strategy. Done poorly, surveys may provide data that's inconclusive or, worse, can lead to bad decisions. But done properly, survey data provides invaluable, actionable insight that can help companies develop a successful CEM program.
CRMI uses its expertise in measuring customer and employee satisfaction to design, implement, and analyze surveys programs customized to suit your specific needs. We offer three types of customer surveys: transactional surveys, relationship surveys, and key account interviews. In addition, we offer Employee Satisfaction and Retention Surveys (ESRs). CRMI conducts surveys via Web, telephone, email, postal mail, and face-to-face, based on the channel or channels most appropriate for each specific survey.
The data and input from customer surveys will enable you to resolve concerns specific to individual customers, as well as broader issues that are preventing you from being a fully customer-centric company. CRMI can assist your organization in identifying competitive advantages, as well as deficiencies, and then help you prioritize and target opportunities to enhance the customer experience and improve retention.
Employee Satisfaction and Retention Surveys (ESRs) are an essential tool for listening to and communicating with your employees. They also demonstrate your organization's commitment to employee satisfaction. ESRs provide the critical information needed to determine what training and education is required to provide not only career growth, but also excellent customer experiences.
SRs provide insight that can directly impact your bottom line by creating positive employee relations. Here are a few examples of potential outcomes:
ESRs measure numerous, essential aspects of employee satisfaction, including:
Management 360-Feedback Program
CRMI's Management 360-Feedback Program uses the feedback gathered on executive participants to recommend personal development opportunities. Each participant will learn such information as the extent their leadership style, behavior, and work competence is consistent with their company's core values. The program includes a unique web-reporting tool that displays the result in graphs and tables.
In addition, our Electronic Employee Feedback Report feature enables you to share your organization's mission and vision statements, as well as summarized employee survey results with graphical displays.
Enterprise Feedback Management for Customer & Employee Surveys
Companies looking to have an exceptional customer experience management program in place—and using such methodologies as the CEMDNA Playbook Strategy℠—need a complementary program for customer and employee surveys that is just as robust.
CRMI uses a highly effective Enterprise Feedback Management (EFM) methodology honed by leveraging our vast experience designing and implementing a varied array of customer and employee surveys.
The approach includes determining the optimal channel or mix of channels for collecting data to get the best quality responses. Each channel has pros and cons that make it suited, or not, for specific survey goals and types. CRMI's EFM methodology also includes determining the ideal mix of structured (e.g., yes/no and multiple choice questions) and unstructured (e.g., open-ended questions) data.
EFM Methodology & Reporting
CRMI's finely honed methodology provides clients with the data they need to positively impact their customer experience management strategies. Elements of that methodology include: