ANALYSIS AND MEASUREMENT IN CUSTOMER CARE

• » Analysis and Diagnosis of Customer    Satisfaction
• » Measuring the Quality of Service
• » Research on Reasons Customers Leave
• » Systems Analysis of Complaints and Grievances,    the Dissatisfied Customer and Critical Incident
• » Internal Audit Departments Linked to the    Customer´s Attention
• » General Telephone Service Audit
• » Audit of Call Centers
• » Analysis of Customer Satisfaction on the Internet    (chat rooms and forums)

Analysis and Diagnosis of Customer Satisfaction

Do you know the business accurately to the degree of customer satisfaction?

Do you know how many customers have been lost to our competitors for not detecting the lack of attention and service?

Do you know the real reasons why some customers are no longer customers of your company or for no reason have dropped their level of shopping?

Do you know what the level of customer service among different departments in contact with customers (front desk, business, logistics, after sales, etc.) is?

What risk do we have of losing customers to the hands of competitors and why?

Are our customers our best business and do they bring us or send us to other clients?

Increasing competition and competitiveness in all productive sectors, trade and services, coupled with the current economic situation is vital for the development and viability of our company´s long-term.

Satisfaction of our clients is at stake within all areas which our company comes into contact with the clients (sales, administration, logistics, post-sale). Other groups can also be involved in providing services as distributors, etc.

• At Flint we analyze and diagnose:
• . What is the quality level of service that customers perceive
• . What are the indices of quality of service and treatment according to international    standards ECSI (European Customer Satisfaction Index)
• . What are the strengths and weaknesses of your company regarding customer satisfaction
• . What is the degree of care expected by customers according to the relevance for your    company (turnover, reputation, etc.)
• . What do your customers see as vital to work with your company
• . What actions or plans to change or solve the negative perceptions exist

The customer satisfaction is the best insurance for your company.