MORE THOROUGHLY MEETING CUSTOMER NEEDS WITH A STRATEGY RE-DESIGN:

Challenge: A customer satisfaction survey revealed that customers did not value the quality of their premium priced products and believed them to be overpriced.

Solution: Client redesigned their strategy to a more simplistic, structured service. Support for higher value accounts was developed separately.

Benefit: Sales exceeded expectations.

INCREASING SALES THROUGH BETTER PRODUCT AWARENESS

Challenge: An online customer satisfaction survey revealed a low awareness of products/services available.

Solution: A direct sales initiative and supporting marketing communications programme was implemented.

Benefit: A rapid increase in new business from established clients.

INCREASED REVENUE DUE TO ELIMINATING INTERNAL CONFLICT

Challenge: An employee alignment survey revealed directly conflicting priorities across the business, impacting customer satisfaction and creating frequent, costly disputes.

Solution: Introduction of a standardised internal systems for everyday processes.

Benefit: Increased customer satisfaction and sales revenue.

IMPROVED COMMUNICATION THROUGH RADICAL PROCESS CHANGE

Challenge: 30% of client’s contact information was found to be incorrect or out of date; wasting marketing resources and losing business.

Solution: Radical revision of process used for collecting and updating client information. Customer Satisfaction UK monitored this data for quality and reliability purposes.

Benefit: Marketing materials were distributed more efficiently – customers had greater awareness of products/services.

INCREASING PRODUCTIVITY BY ADJUSTING PERFORMANCE CRITERIA

Challenge: Client judged performance of its Help-Desk staff on the frequency of calls per shift. Customer Satisfaction UK’s investigation showed that staff handling fewer calls were much more effective with their quality over quantity approach.

Solution: Client retrained staff and changed the performance criteria and bonus schemes.

Benefit: As number of calls received reduced, quality of support and customer satisfaction levels increased.

INCREASED SATISFACTION THROUGH REVISED INVOICE FORMATS

Challenge: A Customer satisfaction survey uncovered extensive customer dissatisfaction with the format and presentation of the client’s invoices, despite excellence in other areas. Further surveys revealed customers found invoices complicate dand time consuming.

Solution: Simplification of invoice formats.

Benefit: Increased customer satisfaction, faster collection of revenue, greater overall efficiency due to fewer disputes.

IMPROVED PERCEPTIONS THROUGH FOCUSED TRAINING

Challenge: Simultaneous customer and employee surveys revealed pressured, unsure and uninformed staff members were being perceived as remote, disinterested and arrogant by the client’s customers.

Solution: A comprehensive training programme providing staff with specific and varied skills.

Benefit: Subsequent surveys showed improved perceptions of staff as more friendly and helpful, contract renewals and staff morale also increased.

STRONGER EMPLOYEE CONSENSUS THROUGH TARGETED WORKSHOPS

Challenge: Customer Satisfaction UK’s research revealed a poor understanding of client objectives and priorities amongst staff, causing confusion and inefficiency across the business.

Solution: Customer Satisfaction UK designed and delivered target-setting workshops, setting simple goals and consistent targets for each element of the company.

Benefit: Improved employee morale, more collaboration and greater efficiency.