Building on a Revenue@Risk Baseline Study, the Revenue@Risk Monitoring Program tracks customer dissatisfaction on an ongoing basis, and shows you which improvement programs are having financial impact.
Continuous measurement of customer dissatisfaction becomes a crucial leading indicator for the company's financial health. It enables you to implement an early warning system, focus on critical problems with major financial impact, and track the impact of market events.
Monitoring allows you to use the "voice of the customer" to drive the mandate for change. It becomes a tool for perpetual improvement and benchmarking, as we work with your executive team to facilitate and deploy effective customer experience management strategies.
Typically, we conduct a detailed Revenue@Risk Baseline Study at the outset and repeat that every 12-18 months. In addition, we conduct brief tracking studies at shorter intervals on a regular basis. The baseline study highlights the areas in need of improvement, and the tracking program continually monitors these areas to determine if implementation efforts have been successful in increasing customer loyalty and reducing financial risk. The tracking survey contains three sets of questions: service attributes, problem experience, and measures of loyalty and retention.
Approximate time frame: One-year minimum
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