Strategic Customer Survey

The choice of overall metric, such as CSI or a loyalty index, is the starting point. The entire model is built to identify what can be done to improve the metric or index you actually want to achieve.

Capturing what the customer experiences
The customer’s overall assessment is based both on concrete factors, such as service quality, accessibility and price, and on softer values such as communication and how they are treated. Customers make decisions based on both rational and emotional drivers, which is why it is important to capture both aspects.

Results that give you direction

The results provide a solid basis for setting the right priorities by showing where the experience is strong or weak and what drives satisfaction or loyalty.

Pulse Survey

– Stay on course

The strategic survey, which shows strong and weak areas and supports your organisation’s priorities, does not always need to be carried out as often as the follow-up of key metrics. The pulse survey is a smaller, faster survey designed specifically to track your key metrics and see whether you’re on the right track.

The pulse survey focuses on the most important key metrics, such as CSI, recommendation and loyalty. If there are other key areas you need to track, these can also be included.

Digger

– Digs deeper into a specific area

Digger is a survey that focuses on one or more selected areas to build a deeper understanding of them.

The strategic survey shows which areas are strong, weak and a priority, and can also give a first indication of what within a given area may be causing problems. Once the analysis is complete and you have identified areas that are important but weak, or areas where you are relatively strong but which are so critical to customer satisfaction that they still need further development, you usually need to dig deeper.

Customer Leak

– Captures the stories behind why customers leave, and what can be done about it

Customer Leak highlights the mental and emotional “leaks” in the customer journey, where trust or motivation begins to falter. It provides a deeper understanding of which experiences erode loyalty and which instead strengthen the desire to stay.

“There’s something really special about hearing customers explain in their own words why they’re leaving. Customer Leak makes it visible, and that’s when change can begin.”

Customer Attraction Signals

Many customers switch providers without being outright dissatisfied with their current one. Customer Attraction Signals helps you understand what draws them to alternative solutions or providers.

Through in-depth interviews with customers who are leaving or scaling back their relationship with you, you gain an understanding of what attracts them to the new provider, as well as the rational and emotional motives behind their choice.

This understanding gives you early insight into whether competitors have something that attracts customers and could become a bigger problem over time.

By picking up on these signals early, you can respond and act to strengthen your own appeal, retain customers and perhaps even attract new ones.