EXPERTISE › 06/06
06AREA OF EXPERTISE / 06
Customer relationship quality analysis
Measure with neutral, reliable data, then report what genuinely enables decisions.
Discuss this area
06Too many indicators end up killing clarity. A measurement is only worth something if it is reliable, comparable over time, neutral and immediately translated into managerial or strategic decisions.
Measure the quality delivered with scientific, objective data to provide a clear managerial view, enabling the company to be steered by satisfaction.
03 — METHOD
The three phases of a REC project.
PrepareAdvisory & REC strategy set-upUnderstand your business, audit the existing situation and create tailor-made assessment approaches, perfectly suited to your industry.Understand your business, audit the existing situation and create tailor-made assessment approaches.
ActivateFieldworkDeploy our field programmes (on site, by phone or online) to reflect precisely what really happens in front of your customers.Deploy our field programmes to reflect what really happens in front of your customers.
AnalyseResults & analysisMeasure the gaps using neutral, reliable data, and deliver strategic dashboards to guide your decision-making.Measure the gaps and deliver strategic dashboards.
01Multi-channel satisfaction surveys and opinion barometers
02Physical and virtual Mystery Shopping campaigns
03Decision dashboards and CX performance matrices
01Improve the customer journey
02Identify and win back your dissatisfied prospects and customers
03Strengthen the effectiveness of customer knowledge
04Earn and capitalise on your customers' satisfaction
05Retain and engage your customers over time
06 — CASE STUDY · TELECOMS · CUSTOMER SERVICEMaking satisfaction measurement reliableQuestionnaire redesign, single barometer, shared dashboard.Read the case study →
