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Looking after your most important asset
Your customer base is a valuable asset, possibly the most valuable asset you own.
By working through the entire range of products and services which form ACNielsen | eQ, you will be able to build a total approach to measure and manage customer satisfaction.
The ACNielsen I eQ approach forms the foundation for a category of management products designed to measure and provide quality and performance indicators for all the key drivers of a company's equity: customer, employee and shareholder satisfaction.
ACNielsen | eQ can be applied as a complete package or as a series of stand-alone
modules to:
- Assess your core customers
- Gain valuable insights
- Improve your retail and trade performance
- Align human resources and internal resources
How much do you know about your customers
The final judge of quality is the market place. Therefore, you must ask critical questions of your customers:
- Are they satisfied?
- What makes them satisfied or dissatisfied?
- What are their requirements?
- What do we need to do to keep them loyal?
- How do we perform against our competitors?
- How can we deliver better customer service?
Assessing your core customers
ACNielsen | eQ used core customer assessment tools to assess customer relationships and provide insights into how to increase retention and profitability. Interviews can be conducted two ways, face-to-face or online, depending on the specific needs of individual clients.
Customer eQ
- Face-to-face interviews by highly experienced ACNielsen staff.
- Qualitative exploratory phase to understand customer dynamics in depth.
- Custom-designed behavioural scales providing measures that are directly relevant to the customers surveyed.
- eQuation simulation and reporting software as standard.
- Rich inputs for follow-up strategy-setting sessions.
- In-depth questioning and diagnostics providing detailed front-line management inputs and tactical recommendations.
eQ Online
- New, online-based version of Customer eQ
- Graphical question scales and Internet interviews are used to produce a fast, efficient means of assessing broad patterns of customer loyalty
- Qualitative exploratory phase optional
- Graphical rating scales, based on eQ experience
- Fast turnaround of core Key Performance Indicators (KPIs)
Information for strategic decision-making
Customer eQ delivers the tools for strategic decision-making:
- Because the Customer eQ methodology is customised to ‘fit’ your organisation rather than adopting a ‘one size fits all’ approach, results and recommendations are 100 percent relevant and actionable - based on your particular business environment, and that of your customer.
- Customer eQ uses a discriminating method for measuring importance to provide a more valid and accurate measure of what influences customer satisfaction and loyalty.
- Customer eQ performance measures are discriminating, actionable and minimise cultural differences in responses.
- Customer eQ provides benchmarks of your performance against competitors and model organisations.
- Customer eQ can simulate the effect of performance improvements to your business.
A customised process for actionable results
The Customer eQ process is tailored according to your customers’ and your organisation’s objectives to provide results that are actionable, and establish benchmarks that enable your organisation to measure and monitor your improvement progress.
The Customer eQ process
- The planning phase - involves in-depth discussions with your internal and external customers to identify key issues that could potentially drive customer satisfaction and loyalty.
- The measurement and analysis phase - uses innovative measurement and analysis techniques to evaluate customers’ experiences and perceptions of your performance versus competitors.
- Action planning phase - helps you develop effective action plans based on the results.
- Change implementation phase - helps ensure your action plans work by monitoring performance, bringing teams together and benchmarking.
- Auditing - ensures you remain ‘on track’ and are continuing to identify and focus on the right performance improvements.
- Integrated planning - positions findings in your overall strategic planning and development process, ensuring you are moving in the right direction in achieving your organisation’s goals.
If improving quality, satisfaction, customer loyalty and profitability in your organisation is important to you, please email us for more information.
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