Customer Experience Analysis
Every day, your customers choose whether to continue their relationship with your company based on the quality of their experiences with you.
Anova Consulting Group’s Customer Experience Analysis is a customized program that produces unbiased and unfiltered feedback from your clients and customers. It can enable you to assess the quality of those experiences and the likelihood that your clients and customers will continue to do business with you. The program will allow you to:
- Define strengths, weaknesses and gaps within your company’s customer service delivery protocols and your overall suite of products and services
- Identify “at risk” accounts, determine the sources of customer dissatisfaction and collect information that will allow you to avoid a customer’s departure by making adjustments and service delivery improvements
- Identify customers who can serve as strong references for use in future sales situations
- Track trends in customer views by measuring annual customer satisfaction levels against internal service quality benchmarks
- Identify product and service priorities for the future on both an individual and customer-wide basis
- Obtain qualitative “voice of the customer” feedback that identifies areas of improvement with regard to product features and service delivery mechanisms
- Gather quantitative and qualitative feedback on your service staff for use in coaching and performance reviews
