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This deck explores how Top Performers are working to capture, integrate, enhance, analyze and act upon customer feedback in a systematic fashion. It shows top 3 reasons Top Performers use Customer Feedback Management, top 3tactics Top Performers use to outperform peers with Customer Feedback initiatives, most common challenge Top Performers face with Customer Feedback Management, top 6 Performance Metrics Top Performers use to measure the success of Customer Feedback initiatives.
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Customer Feedback Management
Benchmark Report
Key Findings DeckPublication Date: 12/2010
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೦ Insights and Best Practices from Top Performers– Top 3 reasons Top Performers use Customer Feedback
Management– Top 3 tactics Top Performers use to outperform peers with
Customer Feedback initiatives– Most common challenge Top Performers face with Customer
Feedback Management– Top 6 Performance Metrics Top Performers use to measure
the success of Customer Feedback initiatives
What’s In This Deck?
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೦ Increase customer satisfaction
೦ Drive customer retention
೦ Improve problem resolution effectiveness
Reasons to Implement
*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.
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೦ Instill an organizational focus on listening to the voice of the customer
೦ Derive actionable insights from customer feedback
೦ Disseminate data/insights to the right people
Value Drivers
*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.
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೦ Acting upon customer feedback in an automated and systematic fashion
೦ Tracking and measuring results
Challenges
*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.
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೦ Customer satisfaction scores
೦ Customer survey response rates
೦ Customer advocacy scores
೦ Problem Resolution Rate
೦ Customer Retention Rate
೦ Employee performance score
Performance Metrics
*According to Top Performers, based on 276 Qualified Survey Responses to the Q3 2010 Gleanster Voice of the Customer survey.**According to Everyone Else, shown only when a notable disparity occurs relative to Top Performers.
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೦ Gleansight: Online Customer Communities೦ Gleansight: Social Media Monitoring೦ Deep Dive: Customer Feedback Management –
Different Roles, Different Objectives೦ Deep Dive: Top Performers Look to Text Analytics to
Listen to the Voice of the Customer
Related Research from Gleanster
