A customer satisfaction (CSI) tracking system, when executed properly, is much more than a management reporting tool – it can be an excellent way to increase customer retention and profits. Whether you have an existing CSI program or are starting from scratch, Left Brain Marketing can help you develop a state-of-the-art system. Our framework for tracking and maintaining healthy customer ownership experiences is analogous to manage one’s personal health and involves five types of activities:
LBM Customer Satisfaction Framework
- Initial Consultation – This involves capturing the “voice of the customer” and identifying the needs and expectations of the client.
- Capture Vitals – A precise survey instrument is then created to thoroughly and accurately measure how well your product is living up to customer expectations.
- Facilitate Treatment – When problems occur, the timeliness and professionalism of the response is critical. We will equip you with an “alert” system to promptly identify issues and provide the necessary background customer information to respond to problems in a timely and effective manner.
- Track Progress – An online reporting system is provided to give you and your coworkers quick access to your data and enable you to “drill” into your results. Custom reports can also be provided for individual dealers or retailers.
- Preventative Medicine – After the satisfaction tracking program has been underway for a while, the next step is to thoroughly analyze the data to understand the most common sources of problems and the drivers of dissatisfaction. Incorporating these insights into the product development process can help avoid future issues and provide an increased awareness of the needs and expectations of your customers.