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:
- We contact you about the survey to discuss the process in detail
- We establish a dedicated landing page on our customer feedback website for your customers to provide their feedback
- Over a 2-3 month period, you send an email to each customer who has experienced your service, and invite them to take part in the survey. (Your email will include a link the dedicated landing page).
- Your customers respond to the short survey and provide their feedback
- At the end of the survey period we analyse the results and produce your Customer Experience snapshot report
Snapshot report and briefing
We deliver your report by email in the form of a .pdf file
and then provide a short company-specific briefing by phone, Skype or
in-person (depending on your location).
Based on your customers’ responses the report will include the following:
- Overall satisfaction with your service
- Overall customer loyalty and advocacy
- Customer journey profile
reporting
on the relative strengths of a selection of
standard diagnostic attributes to help identify potential improvement opportunities - Verbatim comments provided by your customers describing their experience of your service
Multiple reporting entities
If customers experience your services at different locations or on multiple routes, we can build each of these entities into the survey and (where sufficient customer responses allow) report on the relative performance of each. The base price for the customer experience snapshot includes a single reporting entity. There is an additional fee for each additional reporting entity.
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
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- Participation fee
(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:
- Monthly reports to support ongoing performance management and continuous service quality improvement
- Annual summary report to set customer-driven improvement priorities and to report on, and establish, annual KPIs.
We offer a scalable range of tracking solutions, from easy-to-implement basic tracking - reporting to the level of generic types of service within an industry, to the enhanced and customised tracking programmes that can provide performance reporting down to individual, property, route, venue or service.
For more information
If you would like to discuss the customer experience snapshot in more detail prior to registration, or any have a chat about other ways we may be of service to your organisation, please get in touch so we can schedule a call.
