Customer Surveys
Overview
In order for Customer Satisfaction Surveys to be more effective, Perceptyx has developed an approach to make the survey results more actionable. Starting with our first customer satisfaction survey efforts in 1993, we used the insights gained from our customers to compare the perceptions of employees of the service experience.
Perception Alignment
When customer facing service providers in any organization are asked to estimate the perceptions that customers have of the service levels, we learn where the organization has different expectations than its customers. Areas of improvement then including quality, responsiveness, flexibility, knowledge and service effectiveness are more easily affected by comparing those perceptions.
Gaining and Retaining Loyal Customers
Customer Loyalty requires purposeful, well thought out strategies for listening and acting upon customer attitudes and perceptions. Perceptyx's unique combination of professional services and world-class technology provides you with the tools to develop a comprehensive customer loyalty program or initiative. Our platform will allow you to view and plot trends in a way that will allow your management team to take quick and decisive action at critical touch points in your engagement process.
Perceptyx uses our powerful Customer Loyalty Assessment solutions for engagements like:
- Transactional Customer Satisfaction
- Periodic Customer Satisfaction Assessments
- Call-Center Agent Scorecards,
- Web-Interface Surveys,
- Warranty/Service Repair Evaluations,
- Buyer Demographics/Buying Preferences.
