customer satisfaction survey & loyalty program - csnlp solutions
DESCRIPTION
TRANSCRIPT
![Page 1: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/1.jpg)
Customer Satisfaction&
Loyalty Program
![Page 2: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/2.jpg)
It is a Fact
It is 6-7 times more expensive to acquire a new customer than it is to
keep a current one.
![Page 3: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/3.jpg)
It is a Fact
News of bad customer service reaches more than twice as many ears as praise for a good service
experience.
![Page 4: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/4.jpg)
It is a Fact
For every customer who bother to complain, 26 other customers
remain silent.
![Page 5: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/5.jpg)
It is also a Fact
91% of unhappy customers will not willingly do business with you again.
The Bright Side
Resolve a complaint in the customer’s favor and they will do business with
you again 70% of the time.
![Page 6: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/6.jpg)
We already know that
Top Two Reasons for customers loss:
1. Customers feel poorly treated.
2. Failure to solve a problem in a timely manner.
![Page 7: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/7.jpg)
The Bottom Line
Customers overwhelmingly show appreciation for great service
Companies should invest heavily in measuring customer satisfaction over time and work to consistently give better service
![Page 8: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/8.jpg)
Receiving Customer Complaints
• You surly have a compliant box in your branches and outlets.
• You also provide paper forms to your customers to fill-in any complain they have and mail it to you through those boxes.
• Those paper forms have some kind of Customer Satisfaction Surveys, so you can track and measure the success of your services and products.
![Page 9: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/9.jpg)
The down-side of paper forms
• Paper forms have delays in their nature, you need to collect them (once a week maybe), read them, input the data into some sort of a software program, and then you can start handling the customers’ complains.
• This delay is very critical because the unhappy customer is staying without any real answer to the complain for so long and the bad experience has already spread between his family and friends.
![Page 10: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/10.jpg)
The down-side of paper forms
• Paper surveys also deliver delay coming from the time needed to collect the form, doing the data input, and then analyze the results.
• Paper forms are static, you can’t change them when ever you need to, thus not giving you the flexibility to put the needed questions when ever you introduce a new service, event, or product.
![Page 11: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/11.jpg)
What we offer
• CSnLP Solutions provides Customer Satisfaction Surveys done through android tablets technology.
• Our CSnLP tablets collect feedbacks, reviews suggestions, complaints, and contact information from your customers with the ability to change the questions whenever you like, and give you the means to export the collected results to ready made back-office software online.
![Page 12: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/12.jpg)
How is it done?
• A Tablet with CSnLP Pro. will be set in your branch our outlet.
• CSnLP Pro. will collect the customers reviews and store them locally.
• CSnLP Desktop will pull the results from the tablets on a daily bases, analyze them and put them into the hands of the Quality team on your organization.
![Page 13: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/13.jpg)
Benefits
• Total honesty.• No staff resource required.• Cuts cost & efforts:
– Paper Forms collection.– Data Input and Translate Hand Writing.– Paper design and printing.– Paper handling.
• Cutting Edge Technology and Ease of use.• Gives a prestigious look to the customers.• Fast response to unhappy customers.• A short and direct way to listen to your customer.
![Page 14: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/14.jpg)
Let us see some screens
![Page 15: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/15.jpg)
Language Selector
![Page 16: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/16.jpg)
Survey Screen (5 Questions)
![Page 17: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/17.jpg)
Mobile Number & Suggestions
![Page 18: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/18.jpg)
Client Information
![Page 19: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/19.jpg)
Settings Screen
![Page 20: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/20.jpg)
Utilities Screen
![Page 21: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/21.jpg)
CSnLP Desktop – Single Branch
![Page 22: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/22.jpg)
Total Company
![Page 23: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/23.jpg)
Guests Database
![Page 24: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/24.jpg)
Need Special Attention Guests
![Page 25: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/25.jpg)
Suggestions & Remarks
![Page 26: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/26.jpg)
Survey Campaigns
![Page 27: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/27.jpg)
Marketing Campaigns
![Page 28: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/28.jpg)
Reports - Branch Level
• Includes the following Data:
– Individual Question Satisfaction Rate.
– Overall Satisfaction Rate.
– Weekly comparison and improvement chart.
– Monthly comparison and improvement chart.
– Yearly comparison and improvement chart.
• The ability to add observations and remarks from the quality team.
![Page 29: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/29.jpg)
Reports - Company Level
• Includes the following Data:– Individual Question Satisfaction Rate.
– Overall Satisfaction Rate.
– Branches comparison chart.
– Weekly comparison and improvement chart.
– Monthly comparison and improvement chart.
– Yearly comparison and improvement chart.
• The ability to add observations and remarks from the quality team.
![Page 30: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/30.jpg)
How is it applied?
![Page 31: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/31.jpg)
How is it applied?
![Page 32: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/32.jpg)
How is it applied?
![Page 33: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/33.jpg)
How much does it cost?
• You will need some statistics software such as IBM SPSS Statistics to perform paper form satisfaction survey.
• CSnLP Pro. for 15 branches plus CSnLP Desktop will cost you less than the license of IBM SPSS Statistics software premium edition.
• Total solution vs. just one part of the equation.
![Page 34: Customer Satisfaction Survey & Loyalty Program - CSnLP Solutions](https://reader033.vdocuments.us/reader033/viewer/2022051013/546f5ad2af795953298b59a6/html5/thumbnails/34.jpg)
Questions
Your most unhappy customers are your greatest source of learning
Bill Gates