Customer Service Survey Case Study
An international service organization engaged NBRI to conduct Customer
Service Surveys of its more than 3 million customers worldwide. Through a
stratified, random selection process, NBRI's customer surveys saved the Client
tens of thousands of dollars on the study, as only a Representative Sample from
each market was needed in order to extrapolate the findings of the study to
the customer population as a whole at a 99% Confidence Level.
Deployed via the multiple methodologies of telephone, paper, and online in
5 languages, the Client selected NBRI's Customer Service Survey for their
research instrument, customized for their purposes. The Client also chose
to benchmark themselves against more than 100 similar organizations in the
NBRI Normative Database.
The NBRI Root Cause Analysis showed that the high level of technical knowledge
possessed by their Customer Service Representatives was driving customer
perceptions of the Client being a leader in the market, as well as customer
perceptions regarding innovation, creativity, and a host of other
perceptions. In fact, this one root cause drove 65% of all survey
questions. Per the NBRI recommendations to do so, leveraging this finding
with their customers led to Best in Class scores (at or above the 90th
percentile of the NBRI Normative Database), up from Opportunities for
Improvement scores (between the 50th and 74th percentiles of the NBRI
Normative Database), within only four months after the customer service
survey results were analyzed.
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