Customer Satisfaction Survey Solutions

Is This You

Are you a business leader who needs to increase customer satisfaction in order to increase your revenues or be able to do more with less?

The Big Picture

Sources: Balanced Scorecard Institute, and GuideStar Research
According to the Balanced Scorecard Institute, ".. management philosophy has shown an increasing realization of the importance of customer focus and customer satisfaction [and loyalty] in any business. These are leading indicators: if customers are not satisfied [and loyal], they will eventually find other suppliers that will meet their needs. Poor performance from this perspective is thus a leading indicator of future decline, even though the current financial picture may look good."

What's the first step to improve customer satisfaction and loyalty? Conduct a third party independent survey to understand what drive your customer's satisfaction and dissatisfaction.

Customer Satisfaction Solutions

At Acqua Consulting, we work with business leaders who need to increase revenue and do more with less. We feel strongly that one way to achieve this is through increasing customer satisfaction and customer loyalty.

As a business leader, you are often caught up in the day-to-day operations of your business, and at times can be too close to the business to truly understand customer satisfaction and dissatisfaction.

At Acqua Consulting, we develop and conduct and independent third-party survey to assess your firm's customer satisfaction, and referenceability. Unlike other survey firms however, we also identify and recommend actions to improve satisfaction and referencability. In fact, when asked to do so, we will manage the recommended delivery of the actions or projects that we recommend. We will live by our recommendations and drive the required project forward, as our goal is to make sure you achieve measurable and sustainable results.

As part of our process, we measure Loyalty. Loyalty relates to a relationship between a company and a customer. Loyalty Behavior (a.k.a. Customer Retention) means the act of customers making repeat purchases of their current brand, rather than choosing a competitor brand instead. Loyalty Attitudes are those judgments and feelings about a product, service, brand or company that are associated with repeat purchases

Customer Satisfaction and Loyalty Program Framework

Customer Satisfaction Survey Proven Methodology

Our proven framework used at companies like PeopleSoft will ensure that you:

See the big picture
Define measurable customer satisfaction and loyalty objectives
Link performance measures throughout your organization
Stop customer churn before it starts
Focus on reducing the root causes of churn
Avoid misleading customer surveys
Establish a link between actual customer experience and actual customer behavior
Know that a better understanding is valuable only if followed by a practical improvement plan that can be implemented (Action is required)

Measure and Improvement

Once we have executed our new initiative, we must measure and iterate to improve. Some required items to perform include:

Set of customer listening tools - Acqua's quality system uses customer feedback to identify improvement opportunities that drive the cycle of continuous improvement.
Identify and act on improvement opportunities - We believe strongly that the Customer Survey is a critical component of a Customer Satisfaction and Loyalty Program.

Maybe you've heard this before. Maybe you,ve tried this before. Here are the top reasons why it is difficult to understand customers using surveys:

There are too many questions on surveys
The wrong customers respond
The right employees never hear the problems
Many surveys are sales calls in disguise
Survey scores don't link to a company's performance
Plain vanilla solutions don't fit company needs
Everyone gets to make up their own rules
Surveys confuse transactions with relationships
Surveys actually dissatisfy customers
Manipulation wrecks survey's credibility

Because we understand these common problems, Acqua Consulting takes the following into consideration for planning surveys:

What to measure
Sampling methodology
Identification of satisfaction and loyalty characteristics
Determining which satisfaction and loyalty characteristics that produce the highest value to customers
Consistency between baseline and periodic surveys
Employees complete customer survey to determine gap between employee and customer perceptions of satisfaction and loyalty

In summary, at Acqua Consulting our goal is to help you increase revenue and do more with less. Increasing customer satisfaction, via a proven methodology, is a reliable way to do this.

Our Clients

Acqua Consulting and our extensive network of experts have helped the companies listed below (partial list) increase revenues or to do more with less.

Customer Satisfaction Survey Solutions Customers

Customer Satisfaction Survey Solutions Customers

About Us

Based in the San Francisco Bay Area, Acqua Consulting has a proven track record of solving very complex, crossfunctional business challenges and of delivering results. As a consulting 2.0 firm, we don't have large buildings, i.e. oppressive overhead costs. We don't claim to have proprietary methodologies or knowledge bases. We are not concerned about consultants sitting on the bench because we don't have a bench. Our business model is simple. We are focused on solving our client's business challenges related to increasing revenues or doing more with less.

Contact

If you are interested in learning more about our Customer satisfaction Survey Solutions, or to receive our free white paper "Increasing revenues and doing more with less through customer satisfaction", please contact either by email at tony@acqua-consulting.com, or by calling +1 510 903 1376.