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Why RS Consulting are experts in Customer Satisfaction Analysis
We spend time with you to understand what you really want
- Workshop sessions not just to present the results – but also at the planning phase, so that we know how you’ll be using the results, and can plan our analysis accordingly
Expertise in a wide array of techniques, from simple but clearly presented measuring and tracking of performance through to developing action plans from multiple data sources and models
- Using modelling and analysis techniques to identify key drivers of satisfaction and loyalty, and predict the impact from improving these drivers
- Integrating survey data with other data (client customer databases, attitudinal segments etc) to pinpoint priority targets for customer retention
We can help you disseminate the data and findings throughout your organization
- Engaging and intelligent presentation and workshop sessions led by senior consultants
- High quality documents tailored to your audience: From punchy PowerPoint slide decks to publication-standard written reports
- Online reporting and data interrogation tools to save you time and money in disseminating the findings quickly and securely, and allow your own end-users to analyse and interrogate the data themselves
Case study: adding real value and insight into our client’s organisation. 1
- For a major IT equipment manufacturer, a monthly tracking study of 500 key equipment buyers
- Grown to cover 31 countries
- Analysis and reporting includes:
- Purpose-built on-line reporting tool
- Quarterly diagnostic reporting
- Neural network modelling to identify key performance drivers
- Fast turnaround Individual country reports
- Highly reactive customer alert process to respond to dissatisfied customers and identify sales leads
- Value to the client:
- Reporting used to build action plans to ensure service and offerings match customer needs
- Increase in overall satisfaction and loyalty over time confirms their strategy works
Case study: adding real value and insight into our client’s organisation. 2
- For a leading logistics company, research designed to measure the performance of their account management teams across the world.
- 2000 interviews annually across 33 countries
- Analysis and reporting includes:
- On-line portal to host the data and personalised reports
- Diagnostic reports
- Value to the client:
- Identified critical and non-critical areas for improvement
- Provided each account manager with personal feedback on their performance
- Provided an accurate and independent basis on which to set staff bonuses
- Design of the study enabled it to be benchmarked against other studies in other DPWN organisations
