CCS CUSTOMER CONNECT
CCS’ Customer Connect is a research tool that distills key elements of the relationship between a business and its customers. Using the principles of a Customer Relationship Continuum, the tool analyses key performance indicators and combines qualitative insights with quantitative metrics.
CCS Customer Connect can be used to reflect B2B as well as B2C customer relationships. It is a more finely tuned “Customer Satisfaction” measure, designed after years of research exposure to leading multinational brands and organisations.
WHAT IT DELIVERS
The Relationship Continuum offers clients an easy-to-use, easy-to-understand “view-at-a-glance” of the nature and quality of the relationships customers have with their suppliers.
- What factors drive loyalty
- Critical concerns mitigating against service delivery, thus impacting relationship stability
- Service considerations and service excellence drivers
- Customer delight factors
The front-end of the tool is a simple matrix that reflects the relationships across four key indicators and is supported with corroborative measurement scores.
The tool goes beyond traditional customer-satisfaction diagnostics, to probe, measure and reflect deep-loyalty indicators. As a result of the insights gained, stakeholders are able to determine strategies to leverage customer relationships to desired outcomes. The information provided can be used for short-term interventions as well as for long-term customer strategies.
The following are identified:
- Key trends
- Relationship Continuum, including Mean score measures
- Service excellence
- Individual customer organisation report, with recommendations
- Attribute rankings per customer
- Comparative normative data
The report offers Service / Supplier organizations’ management, a clear overview of the standing of the company
in the eyes of their customers.
HOW IT DOES THIS (PROCESS PRINCIPLES)
A combination of high-level qualitative research and quantitative measurement methodologies is used. CCS’ Online research methodology administers a quantitative variation of the qualitative tool.
Brand relationship measures are determined by aggregating key performance, attitudinal and service-related criteria.