The sustainability of any voice of the customer initiative will be determined by the survey output. To ensure there is continued buy-in at both the customer and internal stakeholder levels, it is critical to effectively interpret and act on the data in a timely manner. The Chapman Group’s team of experts assists you to do just that… analyze and interpret the data to be able to implement customer, organizational, divisional and/or individual improvement action plans that move the relationship needle up.

Our team of experts works in collaboration with your team to optimize survey results through:

  • Real time dashboards and results visible in our proprietary web-based system (LoyaltyPro.com)
  • Loyalty Metrics and Measurements in the form of a Loyalty Index to benchmark individual, team and organizational progress (i.e., are the strategies put in place as a result of your Voice of the Customer Program having any impact on the customers themselves, positive or negative).  The Loyalty Index enables your organization to:
         • Consolidate tactical and strategic business intelligence
         • Represent all contact points within a customer including senior level relationships
         • Be empowered with actionable knowledge from your customers
         • Integrate customer metrics into your Account Relationship Servicing model (i.e., Account Plans)
  • Tailored customer feedback reports including The Chapman Group’s Prescription for Success highlighting key discoveries and recommended short and long-term action plans
  • Advanced statistics and analytics (i.e. Margin of Error, ANOVA, Regression / Correlation Analysis)