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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.
Best of all, you have the flexibility to choose. ACNielsen | eQ™ can be applied as a complete package or as a series of stand-alone modules to:
- Assess your core customers – Understand how customers think and feel, which in turn drives their decision making and behaviour.
- Gain valuable insights – Generate actionable and accessible insights to drive improvements in retention and profitability.
- Improve your retail and trade performance – Use specially developed tools to reinforce trade relationships or better understand retail customers.
- Align HR & internal resources -- Assess employee motivations and perceptions, and benchmark these against robust key industry measures.
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 best-of-breed customer service?
Assessing Your Core Customers
ACNielsen | eQ™ Core Customer Assessment Tools are used 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 KPIs
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