Book Assessment

Week 0-2

Buy-In

Ensure all Stakeholders across the company understand and buy into the process of an ongoing CX Programme

Week 2-8

Communicate

Keep the internal and external communications going throughout the entire process and remind customers of the programme as often as possible

Week 2-6

Plan

  • Understand and identify the customers to include
  • Structure your data and create an intelligent contact list
Week 6-8

Assess

  • Send pre-launch email
  • Launch online assessment
  • Issue reminders for nonrespondents
  • Keep communicating with customers to get those completion rates up
Week 8>

Analyse

  • Discover what our expert analysts have identified as the key findings
  • Use our online analytical tool Deep-Dive to dig into your customers feedback
Ongoing

Share

  • Debrief all customers on the key findings
  • Discuss immediate actions with your key accounts where necessary
Ongoing

Act

  • Account managers to ‘close the loop’ with their accounts
  • Long-term actions – use insights to start building a CX Programme

Plan Next Assessment

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