Customer satisfaction measurement, and the quest for loyalty and positive word-of-mouth, are now commonplace. The remaining challenge is to understand how performance can be improved given limited time and resources.TRC has a long history of helping clients identify improvement areas that are both logical and practical, and offers unique tools to help make this a reality.SatiscanTM allows us to examine the complex phenomenon of customer satisfaction and loyalty to the fullest, revealing interrelationships between key drivers and, ultimately, highlighting chains of causation that you can use to implement best-odds improvement initiatives.
Asymmetry analysis can help you separate true satisfiers – those that merit maximum improvement – from those areas of service where simply avoiding poor performance will suffice | We execute strategic studies for clients across many industries, and our comprehensive options for data collection – phone, web, and both in- and out-bound IVR – make us particularly adept at call center research and programs to measure performance across key customer touch points.
| All of our interviewing stations are equipped with digital voice recording technology, enabling true “voice of the customer” feedback and boosting our quality control to levels unsurpassed in the industry. |
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