CUSTOMER SATISFACTION NEWS
Company News
July 2008
Customer Satisfaction and fun was guaranteed with a high profile launch of the Budgens customer satisfaction survey. A giant chicken flew in to support the launch, causing customer laughter and smiles. The Trolley Dash was included as a prize draw to increase the response rate - and inject an element to fun...
July 2008
Customer Satisfaction Innovation Awards – Customer Service Measurement Ltd. sat on the judging panel for the 2008 National Customer Service Awards (http://www.customerserviceawards.com). Categories judged include: The SOCAP Award for Innovation in Customer Service and The WOW! Award.
MD Oakleigh Wood said: “the quality of entries was excellent, each 15 minute presentation highlighted a great innovation or WOW element. These organisations are pulling out all the stops to deliver excellent service for their customers, which leads to increased customer loyalty”.
CSM would like to wish all the finalists the best of luck, they include: DPD,
Lloyd's TSB Telephone Banking, Macdonald Hotels & Resorts, The True Lovers Knot, Haringey Council, Legoland Windsor Park, The Jewelery Channel and The Mortgage Broker.
June 2008
Following new CSM product launch - SURVEY IN A TICK - 11 new organisations sign up with CSM. This is a value for money, benchmark programme aligned to SME's, which have a service element to their offering.
It enables an SME to:
- Capture referrals from existing customers, this means the programme generates new leads, which means you have the benefits of research, plus the additional benefit of new sales in one programme. This means research is no longer just a cost, it generates revenue.
- Independently engage with their customers, so the customer can give feedback without risking the business relationship, which means true and honest feedback. Which means the SME can take the right development action.
- Obtain specific performance results for their business, which means they know which areas are over performing and which are under performing. This means the SME can target the right areas for development - management by exception.
- See how their customers rate their performance against other SME's, via the benchmark facility. In the modern market Customer Service is a differentiator, it's very useful to see how your customers compare you against other organisations.
Prices start from £45.00 + VAT per month.
Call 0800 970 9940 if you would like to know more.
May 2008
Budgens the convenience stores sign up for a dual market analysis:
1. Existing Customers - What do existing customers Need, Want and Love
2. Prospects - What do consumers living local to store Need, Want, Love.
This project will include engagement with 40,000 local households and 7,000 store customers to understand their buying preferences.
The End Game is clear, a prioritised action plan, to drive new customers to store, increasing sales.
February 2008
SKF the European leading manufacturer of automotive bearings and timing belt kits, appoints CSM to deliver research on the UK Garage market. The research will support SKF product development, ensuring SKF are totally aligned to the needs to their customers (garages), who professionally fit high quality parts to consumer vehicles.
February 2008
BBC subsidiary Dovetail appoint CSM for the second year running to deliver their staff survey. Within the first 24 hours CSM achieve 50.8% response rate. Anonymous results enable staff to deliver open feedback direct to the senior management team, confirming a culture of transparency and openness, from the top down.
January 2008
AMII (Association of Medical Insurance Intermediaries) engage Customer Service Measurement Ltd. to conduct an independent review of the cover offered by UK medical insurers. The programme will include an online questionnaire and customer survey, with follow up telephone research. The results will be used by AMII members to give their customers clear, benchmarked information and policy insight. This means AMII members will be able to give independent advice to their customers in plain English.
January 2008
CSM are appointed by Harley Street clinic to engage with their customers via a quarterly customer survey. As a private medical clinic; customer service, trust and integrity are as important as the right medical results first time.
December 2007
HR DEPT the outsourced HR franchise, renew their customer survey research with CSM for the third year. Now with 23 franchisees spread across the UK, the Franchisor has implemented independent customer research to understand the end users experience of the HR service. The experience is then reviewed against the users needs to ensure customers receive the right service, at the right time, by the right person. Their 100% focus on meeting customer needs has seen the franchise grow from 1 to 23 locations in under three years.
December 2007
Cobra Beer instruct CSM to implement a customer survey to engage with 25,000 consumers via their network of business partner restaurants. Based on questionnaires designed as branded place settings, the project delivered to a tight timescale of 32 days from concept sign off to delivery of results.
November 2007
CSM Managing Director Mr. Oakleigh Wood speaks at Institute of Customer Service conference, on customer satisfaction.
Hosted by Veritas the finance industry outsourced supplier, with an audience that ranged from Yell to BAA, the presentation focused on the financial link between Customer Satisfaction and financial impact to an organisations bottom line.
Should a company adopt a "new" sales approach to revenue growth, or understand what existing customers "want, need, LOVE"? The answer is probably both, but in reality its easier to depend on the sales department to deliver the sales.
Oakleigh used examples based on CSM clients to explain easy, simple tips to understand the "top three things" that customers LOVE, which is the start point for turning customer service from a cost into a process that builds customer advocate and raving fans. This is turn increases referrals, word of mouth marketing, higher frequency of repeat purchase and ultimately higher revenue.
Please contact CSM if you need a key note speaker on Customer Service and its impact on your bottom line.
October 2007
CK Solutions who annually build 400 handmade kitchens, re-book CSM for their 2008 customer survey programme, this brings their relationship with CSM to three years.
September 2007
The world wide video game market (think Play Station, Nintendo, Xbox, PC etc) is worth £17Bn. Following successful projects in UK and Ireland, CSM has won a new contract to understand the buying triggers and influencer's of the Australian market.
Our client is the interactive entertainment arm of a multi-billion dollar global entertainment company. They are committed to producing unparalleled entertainment experiences based on creative content and exceptional storytelling. Within the video game sector they design, build, self-publish, license and distribute a broad portfolio of video games for multiple platforms worldwide.
The aim of the research is to deliver insight into their business customers needs (the retailers) so that they can prioritise their efforts to become better business partners. This will lead to "best in class" service (via their partner distributor), which in turn will support the Australian retailers to achieve their market goals.
August 2007
Wayside Group, automotive retailers with Audi, Volkswagen and Citroën dealerships appoints CSM as their outsourced research provider.
July 2007
Corporate Research Foundation appoint CSM to identify the UK's Top Employer. Great customer experience is delivered by an organisations people and processes. If you want great people you need to attract the best, so what do today's graduates want, need and value from an employer? Which organisations are front of mind for the brightest graduates? CSM will identify the answers.
June 2007
Portland Apartments - the Bristol based serviced apartments operator will increase sales through two new projects with CSM:
1. Online customer tracker and loyalty tool.
2. Local area B2B market analysis.
May 2007
Bath Building Society engage CSM to understand the needs of 20,000 customers. The project will deliver two objectives:
1. Customer Insight.
2. Compliance with the FSA "Treating Customers Fairly" legislation.
April 2007
Citroën UK order the National Car Repair Survey for their accident repair centres.
March 2007
CSM Short listed as supplier to the British Council.
March 2007
Cardiff University engage CSM to identify target audience for "Living with Nuclear Power" research.
March 2007
CSM complete staff survey for subsidiary of the BBC, 223 staff, 84.7% response rate.
February 2007
Global entertainments company renew contract with CSM for international buyer survey.
February 2007
CSM build research framework and monitor validity for Recruitment Industry franchise Mystery Shop. Average franchise purchase price £50,000, six franchises included within the study.
January 2007
London borough council appoint CSM as researchers to identify future user needs for £4M new "Safety Centre" build project .
December 2006
IFA commissions CSM to build survey tool to enable compliance with FSA "Treating Customers Fairly" legislation.