ANALYSIS AND MEASUREMENT IN CUSTOMER CARE


Analysis of Customer Satisfaction on the Internet (chat rooms and forums)

Do you know what the buyers or users of your products and services on the internet say or think about your company?

If a dissatisfied customer shares his dissatisfaction over the internet, do you know how to minimize and dilute its impact?

Do you know that major reviews of users having to do with issues of product and an analytical compilation of these may be helpful to your marketing departments, R&D, aftermarket, quality, etc.?

Researchers from different universities have tracked consumer conversations in chat rooms and blogs about certain products and thus have identified 15 topics which internet users speak the most of. These include aspects of quality, attention to customer service, value, ways of using a product or service, etc.

Any market-oriented company should take into account what consumers express about their product or service online.

Flint offers its services to:

  • . Create systems to collect this information search with precision for further analysis.
  • . Systematize this information to be used by different departments in your company:    marketing R&D, etc.
  • . Develop protocols and actions to counter attacks and opinions on forums and blogs.
  • . Using the information collected from customers to generate "fresh ideas" to enhance the    development and launch of new products and services.

In recent years we have dramatically increased consumer feedback on products online. Forums, chats and blogs collect this information that was essentially private.


WHO WE ARE  |   ANALYSIS & MEASUREMENT  |   METHODOLOGY & TECHNIQUES  |   IMPROVEMENT ACTIONS  |   TRAINING  |   ISO QUALITY  |   REFERENCES  |   CONTACT  |  © 2009 Flint