Professional Services

CustomerSat Professional Services provide in-depth expertise and experience in market research, project management, IT Integration, and customization programming, developed over many decades and hundreds of client engagements. CustomerSat Professional Services work closely with you to design and implement the results-oriented feedback systems that are right for your organization, on budget and on schedule, ensuring rapid return on your investment. Specifically, Professional Services help you establish an overall feedback strategy for your enterprise; design questionnaires, sampling rules, and survey invitations; implement and deploy feedback processes; monitor results; deliver analytics and reporting; and prioritize action plans.

Methodology and Approach

As a result of its unique combination of customer research expertise and Enterprise™, CustomerSat Professional Services has evolved a six-stage methodology and approach for designing and implementing enterprise-wide feedback solutions. Described below, each of the stages generates deliverables that lead to the next stage:

1) Discovery, Strategy, and Planning

In Stage 1, your CustomerSat project manager and research consultant will work with you to:

• Identify key stakeholders and touchpoints to include in your feedback processes
• Identify sources and determine required sizes of samples for each stakeholder segment
• Select methods for inviting and gathering responses for each process
• Determine roles and responsibilities of each project team member
• Confirm and document both enterprise and departmental/functional objectives.

At a scheduled kick-off meeting conducted either face-to-face or via online conference, your project manager will work with you and other project team members to confirm program objectives, identify inputs to questionnaire design (e.g., past surveys, WebFocus groups, internal mini-surveys), and develop project plans to ensure success.

Deliverables from Stage 1 include:

• Description of feedback systems with proposed timeline for each survey process
• Outline of tasks and responsibility assignments with expected dates of completion.

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2) Feedback Process Design

In Stage 2, your CustomerSat research analyst will work with you to specify, compose, or design:

• Questionnaires that include the right set of performance metrics, demographic and other questions for each feedback process
• Questionnaire branching and skipping logic, both within and across HTML pages
• Questionnaire layout reflecting your corporate branding (logo, look and feel)
• Invitations, reminders, and acknowledgements
• Stakeholder sampling and touch rules
• Stakeholder descriptors (uploaded variables such as customer or employee type, products purchased, region/site, case type and severity, and demographics).

CustomerSat Professional Services ensure that your questionnaires make optimal use of web browser “real estate” and do not overburden respondents. Every potential question is assessed for how its results will contribute to analysis and reporting and what actions the question’s responses may drive.

As input to questionnaire design, your CustomerSat research consultant may conduct one or more of the following:

• WebFocus Groups of key stakeholder segments
• Interviews of your management team, customer-facing staff, or both (phone, in-person, and/or via e-mail)
• Online mini-surveys of your management team, customer-facing staff, or both.

These inputs help ensure that:

• Feedback processes include the right set of performance attributes, demographics, and other segmentation questions and stakeholder-descriptive variables
• Feedback is gathered for all key steps of your business processes, in proper sequence
• Feedback is gathered only from stakeholders who have experienced each step.

Deliverables from Stage 2 include:

• Drafts for your approval of questionnaire, skipping and branching logic, and stakeholder invitations, reminders, and acknowledgements
• Drafts for approval by you or your international co-workers of translations of questionnaires into multiple languages
• Specification of touch rules for sampling both within and across surveys
• Specification of stakeholder-descriptive variables to be imported to Enterprise from your CRM or other IT systems
• After approval, programming of questionnaire in Enterprise with your corporate branding (look and feel) and logic applied.

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3) System Test & Deployment

In Stage 3, prior to system deployment, CustomerSat Professional Services will:

• Test survey invitations, questionnaire, logic, branding, and language versions
• If applicable, work with your IT team to adapt, install, and test CustomerSat Connect™ modules on your CRM, HR, or IT system(s), for automatic feeds of records describing each stakeholder or transaction to be surveyed
• Test content, format, and delivery of files containing stakeholder-descriptive variables
• Test touch rules and sampling within and across surveys.

After all system tests are successfully completed, Stage 3 concludes with system deployment. For most CustomerSat clients, this is the most exciting stage. Survey responses start arriving; charts, tables, and statistics of survey results first become populated; and action alerts and cases start being generated.

Deliverables from Stage 3 include:

• Invitations delivered to, and surveys hosted for, target respondents
• Reminders delivered to non-respondents after specified numbers of days
• Set up of and authorized user access to a specified number of interactive dashboards containing online analytics and reports
• Authorized user access to action alerts and action management
• Response rate reports by respondent category (upload variable), including reports of returned or undeliverable email invitations.

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4) Enterprise-wide Analysis and Reporting

In Stage 4, CustomerSat Professional Services:

• Facilitate your organization’s use of online analysis and reporting
• Set up online analytics, interactive dashboards and push reports
• Train you and your users in the set up and use of analytics, interactive dashboards, and push reports
• Support your on-going use of analytics, dashboards, and reports
• Provide executive-level reports covering findings, conclusions, and recommendations.

Through executive reports, CustomerSat Professional Services:

• Systematically examine scores, cross-tabs, verbatim comments, statistical significance, correlation analytics, quadrant charts, and other analytics to arrive at enterprise-wide findings, conclusions, and recommendations
• Extend the resources of your own in-house customer loyalty and research departments
• Provide knowledge transfer to you and your organization on best practices in feedback analysis and presentation.

Executive reports may include:

• Key driver analysis
• Quadrant analysis to prioritize strategic actions
• Tracking of key metrics over time
• Determination of statistically significantly differences among respondent segments
• Customer segmentation analysis such as “Apostle” modeling
• Other CustomerSat analytic modeling
• Competitive analysis
• Key implications by line of business or region.

Delivery of executive reports can be in the form of:

• Offline reports delivered monthly, quarterly, semi-annually, or annually
• Strategic reports posted to your secure portal site, hosted either by CustomerSat or on your Intranet.

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5) Action Management & Alerts

Action Management and Alerts enable immediate targeted action by designated individuals in the enterprise based on survey feedback. Action Management facilitates and coordinates individual and team action by case category and severity, date assigned, person assigned to manage case, and days to close case. Action Alerts immediately notify the right individuals, through informative email messages, of respondents who require immediate attention.

In Stage 5, CustomerSat Professional Services consult with you on:

• Business rules to activate action management and alerts
• Action management case status designations appropriate for each of your feedback processes
• Team membership, time deadline, and severity for each case type.

Deliverables from Stage 5 include:

• Set up of a specified number of action alerts and action management case types
• Training to enable you and authorized members of your staff to set up action alerts and action management cases.

For the duration of your feedback process, CustomerSat
Professional Services continue to:

• Set up additional interactive dashboard accounts, filters, alerts, and case templates, as required
• Train members of your organization on the use of interactive dashboards, action management, and other Enterprise features, as required
• Point out significant findings in the feedback
• Refine sampling rates, touch rules, and other process parameters, as necessary
• Expedite resolution of technical support issues, as required.

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6) On-going Project Management

Deliverables from Stage 6 include:

• Continuous delivery of online analytics and reports
• Real-time action management and alerts
• A dedicated project manager research analyst to ensure your on-going success.