No company wants unhappy customers. Whether it’s in making sure a company maintains high levels of repeat business as part of its growth plan or in the Operational Due Diligence phase to know what the likelihood is for customers to continue buying post-deal, knowing and monitoring customer satisfaction is key.
While it’s easy to run a customer survey that gives a numerical ‘happy or unhappy’ score, or subjective answers of what I like or do not like feedback, wouldn’t it be better to get results that uncovered the root issues that may be inhibiting the company’s growth.
CSI’s MRI For Businesses© innovative customer centric listening methodology goes beyond measuring customer satisfaction, experience & loyalty, it also tells you why a customer is happy or unhappy, and what to change to improve.
Akin to using an MRI to find the root cause of a health issue that has been impacting an athlete’s performance, the MRI for Businesses customer listening methodology identifies the root causes that could be limiting an enterprise’s growth, or specific symptoms such as sales or margin issues, customer turnover, brand value and goodwill. The MRI For Businesses© customer listening methodology goes beyond identifying the root causes of these symptoms by pointing to potential solutions that the company can take, most often on its own or by retaining specific experts.
Doesn’t your business need to know where these kinds of issues exist, an advanced warning of potential competitive problems and a road map of what areas the business needs to focus on?
Our MRI for Businesses Methodology is the result of a meta-research initiative that identified the 5 areas that every successful business must strive to master: Customer Satisfaction, Innovation, Agility, Operations, and People. There are 3 essential capabilities in each of these areas.
Our innovative listening methodology measures stakeholders’ perceptions of the company’s performance in each of these 15 essential capabilities. This allows for pinpointing weak areas that need to improve for maximum business growth. And, identifies gaps in alignment across the company and its customers that need to be addressed.
The MRI For Businesses© customer centric listening methodology goes beyond finding out if your customers are ‘satisfied’ or not. While a simpler approach may return a result of ‘satisfied’, ours will give much deeper insights into what a ‘satisfied’ really means and the reasons for it. CSI’s MRI For Businesses© customer centric listening methodology doesn’t just measure customer satisfaction, experience & loyalty, it also tells you why a customer is happy or unhappy, and what to change to improve.
For example, perhaps your customers are happy with the service they get when they call your CSR’s, but perhaps they are not too impressed with the company when it comes to innovative new products. Or maybe you will discover that although your customers are happy with the service and the pricing, they believe that it needs to be more adaptive to the rapidly changing business climate as their competitors seem to be. CSI’s MRI For Businesses© customer listening methodology will give you insight into where these kinds of issues exist, and a road map of what areas of your business to focus on to improve.
|CAPABILITY||CSI’s Survey||Your Survey?|
|Questions based on tens of thousands of hours of research into the essential customer satisfaction characteristics of successful businesses|
|Measures customer loyalty, with specific indicators for improvement|
|Insights on how customers rate the company’s brand value|
|Indicates how customers see the company’s ability to innovate and adapt to change|
|Provides insights on actions that you can take to improve your satisfaction level for all customers, and to drill down for improvements for individual customers|
|Includes up to three levels of customer segmentation, such as by types of customers, product lines or geography|
|Handles multi-languages within a single survey|
|Offers 360⁰ business diagnostic comparing how management, staff and customers rate the company, and identifying any issues with alignment, company culture, management effectiveness|
|A resource for monitoring change by periodically re-running the survey and comparing scores|
|Produced by an independent company, not a consultant|
|30 question survey completed easily and quickly by respondents in 5-7 minutes, at their convenience|
|Scoring on 1-10 scale leads to easy to interpret results|
|Report with actionable results available in as little as 2 weeks|
|Proven by hundreds of companies of all sizes and in all industries|
|Results guaranteed or you don’t pay!|
Contact us now to learn how our disruptive MRI for Businesses approach can provide you with your Customers’ perspective of your company’s strengths and weaknesses in the essential capabilities for business success. Results guaranteed!