Customer Experience and Service Quality Surveys
Discover the "Moments of Truth" for when your customers decide to repurchase from you or reuse your services... or the point at which they have decided to go elsewhere.
Mystery Calling Programs
Scenario based mystery calling provides you with a fantastic insight into how your people, processes and services really work.
B2B & B2C Relationship Surveys
Discover the optimal point at which your clients will resign or repurchase from you!! These In-depth professional surveys to the decision makers and key buyers are carried out in conversations with the major decision makers.
Customer Experience and Service Quality Workshops
Market ii run regular client workshops with senior Customer Experience and Service Delivery staff to provide understanding and recommendations gained from the clients customer satisfaction programs. Held usually on a 6 monthly basis, these workshops dig into.
Tells you exactly which elements of customer service to focus your attention on, run in parallel with the level of effort (Cost, Time, Risk) from your organisation to maintain and improve these elements.
Provides analysis of the narrative given in feedback from customers so that you are able to understand and match their expectations, develop new services with them and to see what effect your changes are having on the way customers feel about your service and products.
When does customer tolerance run out and customers escalate the issues, and more importantly when do they decide to go on to social media and tell the world about it!
Allowing global, regional and country level managers to fully understand the differences given in customer feedback due to culture and language.
Track KPI’s across your customer dashboard on an on-going live basis. Ensure your Managers are aware of the knock on changes and improvements you make to your service delivery and customer engagement strategies.
Benchmark either your own internal teams, products, services, regions or countries, or benchmark yourself against your peers and competitors.