We help our customers know their customers

better

“One great insight is worth a thousand great ideas” Phil Dusenberry

Around 70% of the customers who leave you do so because they perceive you are indifferent to them.

When all customer communication channels are aligned, issues are more likely to be resolved at the first point of contact. Those taking longer than 48 hours to resolve can be significantly more costly - in more ways than one.

Companies that capture and leverage customer feedback to improve satisfaction and loyalty achieve increased revenue and shareholder value:

»» Organisations that prioritise the customer experience generate 60% higher profits than their competitors – Gartner

»» A 5% increase in customer retention can increase profit between 25% and 125% – Harvard Business School

»» A commitment to customer experience results in up to 25% more customer retention and revenue than sales or marketing initiatives - Gartner

If feedback is managed to a good standard as part of a wider customer engagement ethos, it can be an immense force for change in your business. Consider this fact by Gartner: a commitment to customer experience results in up to 25% more customer retention and revenue than sales or marketing initiatives.

Wow.

While traditional research methods have their place and value, customer engagement in real-time brings many advantages. Here are ten reasons to use it for your business:

“Our customer feedback challenged some old ways of thinking and gives us clear guidance on where to focus more

going forward. Ultimately, it’s a simple premise – we can only know what our

customers want by asking them.” Manheim UK

1. Research by Gartner found that opinion collected at the point-of-experience is 40% more accurate than feedback collected even as quickly as 24 hours later.

2. Customer engagement in real-time yields a higher volume of responses.

3. High quality, high volume feedback enables marketing, operational and strategic decisions to be made from a more informed and objective standpoint.

4. Decision making is based on fresh intelligence, not on ageing or limited data.

Why it pays to listen to the voice of the customer

Why real-time feedback?

5. Technology eliminates the grind of manually collecting and analysing feedback.

6. Over time, it’s more cost effective than traditional research methods.

7. If customers see the difference their feedback is making (e.g. ‘you said, we did) it will improve their perception of your organisation and encourage more feedback.

8. When a problem is flagged in real-time, it creates the opportunity to deal with it rapidly, before it escalates,

We’re serious about the quality of your customer feedback data. If it’s going to drive your decision making, you’ve got to trust it. That’s why we developed Valid8™, our patented filtering software which sits at the heart of our ViewPoint platform.

When Valid8™ spots something isn’t right it automatically quarantines the responses so they won’t skew the rest of your data.

Our software people are obsessed with adding new features and functionality, releasing upgrades

ViewPoint never stands still. Developing a system that anticipates people’s needs a year from now and exceeds their expectations is what motivates me and my team.”

Rodrigue Talla Kuate, CRT’s Senior Developer

“

Why choose ViewPoint?

and possibly before it affects other customers too.

9. It enables customer service levels to be benchmarked between different times of day, dates, departments and sites, giving greater context to the results and highlighting problem areas.

10. The results of change can be quickly measured via follow-up surveys, as part of a continuous improvement cycle.

Within the first three months of using ViewPoint, we collected more responses than we had over the previous twelve months.” Oxford ASPIRE

ViewPoint is an essential business tool. The University of Leeds

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throughout the year. As you might expect, we engage our customers in ViewPoint’s evolution.

The power and range of our data capture and reporting solutions, together with self-serve and managed options, result in every organisation we work with benefitting from a customised feedback package which can flex and grow as desired.

“

02476 608 830 info@crtviewpoint.com www.crtviewpoint.comTELEMAIL WEB

We have been impressed by CRT’s flexibility in responding to different and changing requirements, their positive attitude to find solutions, and their understanding and empathy for our culture and approach.Waitrose

“

As no two businesses are the same, our feedback packages are completely customisable. ViewPoint is an end-to-end survey and reporting platform which flexes and grows with you.

Pick and mix options include:

• Self-serve

»» we provide training, give exceptional customer service and share best practice in real-time customer research.

• Managed services»» survey design»» reporting dashboards»» timed reports delivery»» complex logistics»» multi-site implementation »» board level presentations »» staff engagement»» service improvement

action planning»» customer sentiment analysis »» service shortfall e-mail alerts

We are highly responsive to our customers’ needs. So, whether

ViewPointP L A T F O R M

kiosk

mobile

tablet

online

paper

telephone

Multi-channel customer feedback:

one reporting hub

you’re seeking periodic support or something more constant, and whether that’s on a grand-scale or small, just talk with us.

All of your customer feedback - from whatever source - is fed into a central hub for total visibility and ease of reporting. And customer satisfaction reporting is where ViewPoint is in a class of its own. See and share your customer insight:

»» In the formats you want – charts, graphs, RAG tables, verbatim customer comments. »» In the mediums you want – secure online dashboards, downloadable PDFs, Excel. »» With the access you want – e.g. head office views of all data, regional and local teams view only their customer feedback. »» As often you want, when you want it, 24/7.

Look at the big picture. Drill down to micro level detail. View your customer feedback from any angle. Slice it, dice it. Assemble satisfaction data from across different surveys. Compare customer feedback across services, locations and staff. For a demonstration, contact us today.

We help our customers know their customers better

WINNER: IBM RSS Most Innovative Use of Technology Award

Our credentials

Our clients include:

We’ve been providing real-time customer experience technologies and services for over twelve years. Our research expertise spans both the private and public sectors and we’re the choice of some of the most respected names in the UK.

Waitrose, Renault, Oxford Aspire, LG Arena, Manheim and Everyone Active count among our clients. We

also work with some of the biggest NHS trusts and universities in England and have many partners in Scotland and Wales too.

Our strategic alliances with the Institute of Customer Service, Ipsos MORI, Toshiba GCS and independent research experts mean we can offer you the best advice, advanced touchscreen

technologies and share the latest thinking in point-of-experience customer engagement.

Our team includes customer insight research specialists, world-class software developers and – above all - people who deliver great customer care.

“CRT’s presentation had the wow factor. There was a sense of everyone stopping and catching their breath as they absorbed some very powerful information.” Manheim UK

We want to make things easy for you, every step of the way. We’ll listen, consult, guide you on best practice and place your needs at the heart of what we do.

Our passion is to equip companies with the intelligence to increase customer satisfaction, drive service improvements and grow their profitability. We can contribute to your Customer Engagement strategy and suggest new ideas. And of course, it’s not just about customer feedback; insight into the minds of your browsers and non-buyers can be equally valuable.

We have experience of implementing our solutions across

hundreds of

organisations, and it all starts with employee buy-in. Happy, engaged staff mean happy, engaged customers and we can help with this vital area.

Customer service is in our DNA, and we can put you in touch with some of your peers so you needn’t take our word for it. And our interest in you won’t stop once we have your order; we’ll continue to build our partnership with your people to support your long-term success.

We’ll work to ensure that ViewPoint rapidly

Our ethos and approach

CRT’s main strength is the way they build relationships with their customers. It means that when we need support the foundations are already in place and the service flows from there.

Tees, Esk and Wear Valleys NHS Foundation Trust

“

delivers actionable insight and shines a spotlight on the elements of your business most in need of attention – often not what you expect them to be! Not only should your customers quickly notice the difference, your accountants and stakeholders should too.

Our research experts can contribute to every aspect of your Customer Engagement programme, from the right feedback channels for your environment, through to long-term, strategic action planning. And if you opt for our managed services, we’ll assign a dedicated account manager who will be your helper, partner and guide.

“We enjoy great relationships with our customers and are always looking at ways to make things better and easier for them. When you stop to think about it, we actually share their goals!”

Nicky Allen, CRT’s Customer Operations Manager

We help our customers know their customers better

Let us guide you on your customer engagement strategic planning and tactical implementation.

See the reality of your business through your customers’ eyes and let their experiences inform your direction and success. Measure the results of change through continuous feedback.

Get your staff on board with the engagement process - if they feel included they are more likely to support it. Celebrate your accomplishments with your people.

Let your customers know the difference their feedback makes, which enhances engagement and builds loyalty.

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Hello and welcome to CRT.

The Customer Experience is intrinsic to success. So many companies provide a distinctly average service, and yet it’s not too much of a stretch for those who ‘get it’ to shine. The right systems need to be in place, supporting the right people with the right attitudes. Ultimately however, culture underpins everything, and it’s those at the top who shape it.

A real-time survey solution can be enormously powerful in informing change and improvement, delivering a wealth of benefits almost by default. We love working with organisations who share our enthusiasm for excellence and innovation.

The continuous improvement journey

Message from our CEO, Simon Rowland

I would of course say that our customer engagement solutions and services are the best, but this is borne out by the fact that some of the most respected companies in the UK choose to work with us.

So, whether you are an SME looking for a feedback solution that will grow with you, or a national organisation seeking to review your customer relationship strategy, we would be delighted to hear from you. You’ll be in good hands, and we can enjoy the journey together.

Every success,

Talk with us about our customised workshops

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interactive customer engagement for an exciting and intuitive user-experience

unparalleled, trusted customer intelligence

deeper insight with onscreen keyboards

bespoke customer satisfaction dashboards and unlimited reports

growth through increased efficiencies and better services

information screens within surveys

meaningful, customer satisfaction data in the formats you want

stop problems in their tracks with ViewPoint Live Alerts

customer satisfaction and loyalty

8 out of 10 CRT customers say ViewPoint improves their reputation

give more de-mographics a voice with easy read and multi-language surveys

sophisticated customer comment analysis

capture feedback in fast moving environ-ments with smiley face surveys

your customers matter with accessible, easy feedback

and interact with your customers

02476 608 830 info@crtviewpoint.com www.crtviewpoint.comTELEMAIL WEB