customer satisfaction

How satisfied and loyal are your customers?

365.ANALYTICS is specialised in longitudinal customer satisfaction and experience research.

Our core product is the Customer Experience Tracker, shortened as CET. The CET is an ongoing, action oriented customer satisfaction survey with strong focus on processes and touch points.

All our projects run on Click here for all benefits

365.ANALYTICS provides a complete web-based reporting dashboard, insight reports and consultancy, guiding you through results, conclusions and supporting a collaborative decision-making process.

An example.

  • Determining importance with Random Forest.

  • Identifying and interpreting significant differences with nonparametric tests (e.g. such as Kruskal–Wallis) and Tukey's range test. Main advantage of our method is that we do not compare one group against the total, but identify significant differences between the groups.

Our services include:

  • Report (+/-25 pages)
  • Frequency can go from quarterly to annual reports
  • The analysis and recommendations focus on what matters and where to act
  • Discussion and presentation of results
  • Advice and follow-up
  • Customer experience tracking (18 countries, B2B, monthly, since 2006)
  • Call Center Audit Program (through mystery calling, 24 countries, annually since 2004) (24 countries, B2B, annually, since 2004). Fieldwork is coordinated directly by 365.ANALYTICS (no subcontracting to local agencies).
  • Several Customer Experience/Satisfaction Projects in Belgium, both B2B and B2C, frequency of measurement goes from monthly to bi-yearly waves, since 2004.
  • Several new product tests & strategy development both in Belgium and Internationally (2001 - Now)
  • Audits on customer satisfaction measurements (several projects both in Belgium and France, during the period 2001 and 2008)
  • Define Optimal Customer Experience (several adhoc projects, 2001- Now)
  • Social media monitoring for customer experience (European countries, 2012- Now)

Here are 4 reasons why customer satisfaction research is important:

  1. Listen to your customers in a structured way. Customer satisfaction research measures and tracks the health of customer relationships. It helps you understanding what works and what doesn’t, and what drives and destroys satisfaction and loyalty. Customer satisfaction research helps you to grow customer retention, loyalty, revenue and profits.

  2. Identify and fix what goes wrong. Customer satisfaction research helps to identify and address customer-perceived and operational problems and business opportunities as soon as they arise. Customer satisfaction research helps to streamline and reduce operational cost.

  3. Making the right investments means you need useful information and feedback which customer satisfaction research can provide. Customer satisfaction research helps you to focus your resources and guide the business moving forward.

  4. Become a customer-driven organization. Measuring customer satisfaction shows your customers and employees that customer focus is truly important. It also enables you to recognise and reward employees fairly and effectively based on customer satisfaction results.

Here are 4 ways to get more value out of your current customer satisfaction research program.

  1. Get everyone involved. Good customer satisfaction and loyalty surveys cover the entire organization. Share those results, the knowledge and customer feedback. This has at least two advantages: more people are smarter than the few (see the Wisdom of Crowds) and getting customer feedback (both positive and negative) motivates employees.

  2. Use the respondent verbatims. Most information on how respondents feel and think is stored as text, as well as most of the information on what really happened and how you could have done better. In all our surveys we allow the respondents plenty of opportunity to express themselves in their own words.

  3. Close the loop with your customer. Let them know that you’re listening, so that they are encouraged to give more feedback. Use your existing corporate communication tools for this, like your website, blog, leaflets,... You could also send a letter or e-mail to all your clients that have participated in the survey with some key insights and action points. You could do the same when you invite new clients to the survey by putting in the invitation mail something like, “this is what we’ve identified and fixed based on previous surveys “. Also use a tracker alert system so you can deal with unsatisfied and at-risk customers immediately before they are lost.

  4. Deal with unsatisfied and at-risk customers immediately before they are lost. This can be done with our tracker alert system. Customers can contact you directly at any stage throughout the survey process, offering them the benefit of real-time and immediate communication. These tracker alerts are sent to you by e-mail, allowing you to provide the highest degree of customer service within a closed-loop system.