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Customer response effectiveness

Helping you measure, manage and improve customer experiences

Effectively responding to customers when they make contact is vital for any organisation - whether it’s to answer a simple question, to solve a complex problem, or to deal with a complaint.

Take a “snapshot” of your response effectiveness

Register HereIf you’ve not yet established an ongoing measurement programme to support your customer response process, our “Customer Response Effectiveness Snapshot” will help provide an initial measure of your customer response effectiveness, highlight current strengths and identify potential improvement opportunities.

Customer response 

How it works

The snapshot is produced over a 2-3 month period and is based on your customers’ responses to a short online questionnaire hosted on our customer feedback website.

The survey process

Following your registration:

Snapshot report

We deliver your report by email in the form of a .pdf file.  Based on your customers’ responses the report will include the following:


Where possible, the report will include a number of benchmark comparisons based on data received from this, and similar studies we have performed.  (All company-specific findings are treated in confidence and comparisons are presented in contrast to a cross-industry average, or illustrating the position the company holds in a pentile ranking of other unnamed companies).

Participation fee 

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  • Participation fee US $770
  • Participation fee UK £570
  • Participation fee Euro €670
  • Participation fee AU $970
  • Participation fee NZ $970 (+GST)

              (25% of the participation fee will be invoiced upon registration and the remainder will be invoiced upon delivery of the report)

After the snapshot

The snapshot survey is based on our ongoing customer experience tracking programmes where monthly tracking reports are used as an ongoing management tool to monitor performance and actively drive service quality improvement.  Following the study, participants may wish to transition to one of our ongoing tracking programmes.

The tracking programmes provide:


We offer a scalable range of tracking solutions, from easy-to-implement basic tracking - reporting to the level of general contact types, to the enhanced and customised tracking programmes that can provide performance reporting down to the level of individual response staff, request types and processes.

For more information

If you would like to discuss the customer response effectiveness snapshot in more detail prior to registration, or any other ways we may be of service to your organisation, please get in touch so we can schedule a call.

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