Customer Experience (CX)
There are many ways to gather feedback on customer experience and it is up to each distributor/ organization/dealership to determine what works best for them. We are offering the following solutions to distributors/organizations and dealerships to gauge customer satisfaction levels:
Customer Satisfaction Survey
Objective
To carry out telephonic or in-person interviews to gauge the brand loyalty, quality of sales & after-sales services being offered by distributors/organizations/dealerships to its customers. The core objective is to bring forth the key improvement areas in-order to improve service standards and customer experience through the Customer Satisfaction Survey.
Customer satisfaction surveys can be conducted through both telephonic and in-person interviews of customers via client’s approved questionnaire.
Mystery Shopping Survey
Objective
To conduct the Mystery Shopping of dealerships/branches to evaluate the customer’s touch point proposed by the client through 3rd party vendor. Mystery shopping surveys can be conducted through video or non-video for nominated dealerships/branches both via the client’s approved criteria.
Research Method, Design And Analysis
We are using the DEAR framework to evaluate the Customer Experience(CX) and business touch points.
We determined the purpose and requirements of evaluation through the Customer Satisfaction Survey or Mystery shopping with our clients. What Exactly do they need to find out? i.e. Quality of sales and after-sales services, brand loyalty, or how your employees are treating your customers.
Once knowing what our client is looking for, we develop a program or method of data collection(questionnaire) that speak to their purpose via client-approved criteria.
Secondly, we execute the process with unbiased and qualified staff to perform the survey as instructed and advised by the client.
Third, after completing the survey, we analyze the gathered information. This information needs to be checked for validity, accuracy, consistency, and objectivity.
Fourth, this step is where your analysis and findings come into play- where data turns into valuable, usable, and actionable insights.
