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Customer Experience Research focuses on the day-to-day interactions and transactions that your employees have with your customers from any department within your organization, and any distribution channel where you engage with your customers.


Customer-based Mystery Shopping
This research methodology utilizes actual customers of your organization to provide objective and unbiased feedback on their most recent experience to capture a true “Voice of your Customer”. A large and representative sample base of your customers are recruited and trained to provide detailed diagnostic feedback on the performance of your employees along with their satisfaction of different aspects of the experience. Customers complete routine transactions with your organization – usually only once per month – and receive a small compensation for each survey they complete.

CSP has successfully implemented this program with hundreds of organizations across the country for over 25 years. We use a unique but proven recruitment technique to ensure that you receive representative customer feedback across your entire network of offices and branches. In addition, customer evaluators continue to be recruited and trained throughout the year so that the feedback comes from a number of different customers. Generally a customer can only participate in the program for a maximum of one year. CSP manages your customer evaluators throughout the process and all administrative aspects of the program are handled by CSP.

The evaluations that are completed by Customer-based mystery shoppers are extremely detailed diagnostic feedback – including detailed verbatim comments and customer loyalty feedback. Our client’s scores and results are compared to peer group benchmarks to assist with the analysis. Key drivers of employee performance and customer satisfaction are identified annually, and predictors of high loyalty scores are identified as well. As the evaluations are processed, the results are posted on CSP’s secure web-based reporting site and the respective office/branch manager is notified proactively.

In addition to receiving objective feedback from the voice of your actual customers, another benefit of this program is the accountability it demands from all managers and employees of your organization.


Professional Mystery Shopping
This research technique utilizes consumers who are certified as professional shoppers to conduct evaluations on their experience with different types of transactions at your locations. CSP has the ability to recruit and engage professional shoppers in any location across the country. Professional shops can also be conducted simultaneously with customer-based shops.

CSP has engaged Professional Mystery shoppers to provide feedback on numerous types of applications including: Sales Techniques, New Account opening experience; Compliance; and Exit Interviews.

CSP handles all administrative aspects with the shoppers and as evaluations are completed, the results are posted on CSP’s secure web-based reporting site. Key Drivers and analysis are generally completed at year end.


Post-Episodic Phone Surveys
With our Post-Episodic Phone methodology, CSP utilizes highly trained research interviewers with an advanced CATI system to contact a representative sampling of customers across your entire network via telephone within 12 - 48 hours of their transaction. The immediacy of these calls allows customers to vividly describe the details of their transaction. This gives you the opportunity to pro-actively identify and respond to the needs of your customer base. It also allows you to positively reinforce desired employee habits by providing timely recognition of outstanding service and sales effort on the front-line.

To ensure the integrity of the Post-Episodic Telephone Process, CSP has established quality review procedures that are completed upon receipt of all customer records from the Client. This includes:
No calls are made to the same household within 60 days of a completed call.
Screening for “Do Not Call” status (if during an interview a customer indicates s/he does not want to be called in the future, the record will be assigned a “DNC” and this information will be stored in CSP’s database).

Based on feedback received during the call and/or a specific request made by the person being called, it may be necessary for a Client representative to follow up with a customer. This information will be captured/recorded by the interviewer. CSP will immediately send an e-mail notification to the designated Client representative. This communication will include all necessary information to make contact with the customer.

Our client’s scores and results are compared to peer group benchmarks to assist with the analysis. Key drivers of employee performance and customer satisfaction are identified annually, and predictors of high loyalty scores are identified as well. As the evaluations are processed, the results are posted on CSP’s secure web-based reporting site and the respective office/branch manager is notified proactively.


Web Surveys
On-line web surveys provide customers the ability to provide feedback on their experience through a secured internet site. Customers can either access our website directly or be sent an email with a link to our secure site. Either way, the customer feedback is captured on CSP’s website and posted on CSP’s secure web-based reporting system.

Web surveys have the potential to provide flexibility, convenience and reduced costs.


New Customer Onboarding
New Customer Onboarding feedback provides our clients with valuable information on the experience of a new customer from account opening to the first few weeks after account opening.

Typically CSP will connect with your new customer within 20 to 30 days after their account opening experience to assess:
Compliance with the company’s new account opening expectations
Satisfaction with the account opening process
Market research on new customers

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