Business to Business
Event Driven Customer Satisfaction Programme for a Business Information Company
This programme was run on behalf of a business information company providing screen-based market data to professionals in financial markets. ORC International provided a monitor of users’ satisfaction with four points of interaction: helpdesk, training, installation and after sales support.
The study involves 750 telephone interviews per month in countries across North America , Europe and Asia Pacific, conducted centrally from ORC International’s London call centre. Customers were interviewed within one to two days of the event taking place
ORC International provided a range of diagnostic graphical reports, at regional and global level, identifying key areas for improvement, plus e-mailed ‘red flag’ alerts for customers requiring urgent contact.
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