Business Sectors
Customer Experience
With increasing competition in most sectors, retaining and increasing a satisfied and loyal customer base is a key business priority. Understanding and improving the customer experience is a critical element of this, enabling businesses to:
- Better understand their customers
- Identify those elements of the offering which are of greatest importance to them
- Focus efforts on these elements to ensure maximum impact and profitability
- Measure performance over time, identifying improvement areas and benchmarking against competitors
Customer satisfaction is a key specialism of ORC International. Our approach is based on the following principles:
- A tailor-made approach, using qualitative research and other sources to ensure the correct measures are included
- Using the latest technology to ensure data is collected as soon as possible after the customer experience – closer to the “moment of truth”
- Using project portals to deliver faster feedback – enabling tactical and strategic decisions to be taken quickly, and facilitating buy-in from all levels of the organisation
- Key Driver Analysis to identify what is important to customers
- Providing clear recommendations and improvement actions
- Benchmarking your results against other private and public sector organisations
- Linking your customer satisfaction data to other business metrics such as employee satisfaction, sales and other business data
We undertake customer satisfaction research on a continuous or ad hoc basis and can advise on the most appropriate and cost-effective methodology, be it face to face, telephone, online, self completion or a mix. Our dynamic project management and reporting solutions provide fast turnaround and flexible access to the results.
To read more about our e-experience approach to customer research, click here.
To read more about our ORC EventCheck customer experience research, click here.
To read more about how we research business audiences, please click here.
For further information, please contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
