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New CustomerSat White Paper Details Techniques for Designing Enterprise-wide Customer Feedback Systems
Proven Methodology Ensures that Systems build Customers’ Goodwill and that Feedback is Reliable and Actionable
Mountain View, Calif. - January
29, 2003 - CustomerSat, Inc., the leader in real-time
feedback analytics and intelligence, today released the white
paper Designing Enterprise-wide Real-time Feedback Systems
. The paper describes the CustomerSat Design Methodology,
a proven approach to designing enterprise-wide feedback systems
that CustomerSat professionals have developed and refined
over nearly a decade. Adhering to this methodology will
help customer satisfaction professionals deliver the benefits
of real-time feedback systems rapidly, reliably, and economically.
Optimal
design of enterprise-wide feedback systems, unique among information
systems, involves considerations not just of IT and corporate
strategy, but also of statistics, sampling, market research,
and human behavior.
-
Identifying
and prioritizing customer segments and touchpoints that
affect the enterprises success
-
Determining
performance metrics and composing surveys for each key
segment and touchpoint
-
Mapping
gathered feedback to, and designing, interactive dashboards
that allow employees throughout the enterprise to display
and analyze feedback online
-
Determining
touch rules that make optimal use of customers willingness
to provide feedback and protect customers from being over-surveyed
-
Designing
work processes that respond to customer concerns and
market opportunities revealed by feedback. Work processes
include alerts, case assignments, escalations, and reaching
closure with customers.
"Adhering
to the CustomerSat Methodology will deliver feedback that
is reliable and actionable, raise workforce productivity and
the quality of strategic decision-making, and conserve customers
time and goodwill," said John Chisholm, CustomerSat Chairman
& CEO. "Coupled with CustomerSat solutions and professional
services, the CustomerSat Methodology assures successful implementation
of feedback systems enterprise-wide.
Common
problems avoided by the CustomerSat Methodology, when coupled
with CustomerSat solutions and professional services, include:
- Inadequate
or no feedback gathered about major elements of an enterprises
value proposition
- Customers
surveyed more frequently than desired, or on issues about
which they lack the information or experience to respond
- Customer
confidentiality not respected; confidential comments
about personnel performance inappropriately distributed
-
Feedback
hoarded by a single department, or too broad or too detailed
to be meaningful and actionable
-
Results
delivered long after feedback is received, after customer
loyalty has been damaged.
CustomerSat
solutions integrate with CRM and other e-business applications
and are built on a foundation of online surveying, interactive
design tools, and rules-based actions.
The white paper is available online at www.CustomerSat.com.
About
CustomerSat, Inc.
CustomerSat
is the leading provider of enterprise solutions for measuring,
analyzing, and managing enterprise-wide action responding
to real-time customer feedback. With advanced technologies
and proven market research techniques, CustomerSat solutions
have helped companies such as AMD, Ariba, BellSouth, Hilton,
Lucent, and VeriSign take timely action to address customer
opportunities and concerns and build high customer retention
and profitability. CustomerSat is headquartered in Mountain
View, California. For news, product demos, and other company
information, visit www.CustomerSat.com
or call 1.800.372.7772.
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