Knowing Your Customer

Customer Loyalty and Satisfaction Research
Undertaking customer research can make a big difference to your business. You should focus your efforts on finding out as much as you can about existing, potential and lapsed customers. Understanding who they are, how they make their buying decisions, why they remain loyal and what causes them to move away, is vital to helping you to develop your brand and marketing strategies to maximum effect.

Many companies lose over 45% of their customers every five years and just a small 5% increase in customer loyalty can increase profits up to 85% depending on the industry.

Vision One's qualitative depths and quantitative survey research services can combine various approaches including: Telephone, Online and Postal surveys, Kiosks, SMS, Voice Recognition to maximise the opportunities for everyone to participate.
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Customer Satisfaction Research
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Customer Satisfaction Market Research
Understanding your customer and customer satisfaction is critical to every organisation and we have a range of tools and services to get close to your customer. Services include employee satisfaction surveys, focus groups, and other forms of market research. We can also undertake audits of service & sales quality and make specific, actionable recommendations for immediate improvement.

There are several key questions you should ask yourself when putting together a customer satisfaction programme:

1.Who should be interviewed? (e.g. Buyers, Enquirers, Visitors, Callers etc)
2.What are your objectives and what do you need to know?
3.How will you capture the information?
4.What questions will you ask and how will satisfaction be measured?
5.How frequently do you need the information (weekly, monthly, annually)
6.Final check - Ask yourself if you are prepared to act on the information

For companies and organisations that have extentive inbound or outbound customer contact by telephone, we customize our unique TotalRecall IVR system to provide live online reporting with text and email alerts sent to managers who can act on the information.