Customer Feedback Tracker
Known as our CustomerView platform, this is a simple but highly
effective customer feedback process for companies wanting to
closely monitor customer interactions.
With one of our clients they'd simply send us an excel
spreadsheet once a week of every single customer transaction for
the preceding week. This file contained the customer's first name,
email address, customer ID, and background information on the
transaction.
This background information included sales type and value, date,
salesperson, and branch.
Once a month the client would also give us any ad hoc questions
they wanted added to the customer feedback survey. This was a cost
effective way to cover off their ad hoc customer research without
having to pay for a separate market research project.
We'd de-dupe the email list against people who had opted out of
research or who had been contacted in the last three month and then
emailed out a very short online survey asking for feedback on the
type of transaction.
In real-time, managers would log in and view their online
management reports which were drillable down to individual
salesperson.
Once a month Buzz Channel would draw a winner from the
respondents and we are also able to do the prize sourcing and
fulfillment.