CUSTOMER SATISFACTION NEWS
Customer Service Measurement Ltd
January 2009
iSOFT instruct CSM to engage with key hospital clients across their NHS and Private Health Care portfolio.
January 2009
Happy New Year!
CSM's charity of choice for 2009 is Caudwell Children a national charity, that raises money locally, to distribute to local children in need. Why this charity? We were impressed with the professional approach and organisational structure. John Caudwell underwrites all administration costs, enabling 100% of funds given to reach those in need.
December 2008
HR DEPT appoint CSM for a fourth consecutive year to deliver their customer research.
December 2008
Charter Institute of Marketing (CIM), Direct Mail Association (DMA), Chartered Institute of Public Relations (CIPR) and Bristol Media, appoint CSM to report on the business benefits delivered through THE BRISTOL MARKETING FORUM. A first time initiative for Bristol, the event facilitated new introductions, stimulating new business between Marketing Agencies and Clients.
November 2008
Parcel delivery company Courier Direct engage CSM to independently engage with their business customers. Over 50% of customers respond to research, with a number taking the opportunity to introduce Courier Direct to other businesses they know.
October 2008
Airbus appoint CSM as independent researchers for internal project.
September 2008
Bristol accountants Jeremy Floyd Associates engaged CSM for their yearly customer survey. Following the results founder Jeremy Floyd said,
"I would like to thank you for the excellent customer research survey you have recently performed for my business, Jeremy Floyd Associates.
Like many small business owners I was a little cautious about how useful a survey could be, and how effortlessly the process would be carried out. I was a typical skeptic, believing it would probably only tell me what I already knew about the way customers saw my business, and I suspected it would take up a huge amount of my time to implement.
I was wrong on both counts. I had to spend very little time in gathering the basic customer contact information for you and you did the rest. Your method of communication to the customers must have been slick and very friendly as the customer response rate was huge compared with industry norms.
The research output was clear and concise and just what I wanted. Your results provided me with valuable insights into the extent to which services provided by my firm matched the expectations and requirements of customers. As an added bonus I received a number of referrals that customers were invited to volunteer as part of the survey process.
Thank you again for a job well done. I would not hesitate to recommend your Survey in a Tick to business colleagues." Jeremy Floyd
August 2008
Customer Satisfaction and fun was guaranteed with a high profile launch of the Budgens customer survey. A giant chicken flew in to support the launch, causing customer laughter and smiles. A Trolley Dash was offered as a prize draw to increase the response rate - and inject an element to fun...
July 2008
Customer Satisfaction Innovation Awards – Customer Service Measurement Ltd. sat on the judging panel for the 2008 National Customer Service Awards (http://www.customerserviceawards.com). Categories judged include: The SOCAP Award for Innovation in Customer Service and The WOW! Award.
MD Oakleigh Wood said: “the quality of entries was excellent, each 15 minute presentation highlighted a great innovation or WOW element. These organisations are pulling out all the stops to deliver excellent service for their customers, which leads to increased customer loyalty”.
CSM would like to wish all the finalists the best of luck, they include: DPD,
Lloyd's TSB Telephone Banking, Macdonald Hotels & Resorts, The True Lovers Knot, Haringey Council, Legoland Windsor Park, The Jewelery Channel and The Mortgage Broker.
June 2008
Following new CSM product launch - SURVEY IN A TICK - 11 new organisations sign up with CSM. This is a value for money, benchmark programme aligned to SME's, which have a service element to their offering.
It enables an SME to:
- Capture referrals from existing customers, this means the programme generates new leads, which means you have the benefits of research, plus the additional benefit of new sales in one programme. This means research is no longer just a cost, it generates revenue.
- Independently engage with their customers, so the customer can give feedback without risking the business relationship, which means true and honest feedback. Which means the SME can take the right development action.
- Obtain specific performance results for their business, which means they know which areas are over performing and which are under performing. This means the SME can target the right areas for development - management by exception.
- See how their customers rate their performance against other SME's, via the benchmark facility. In the modern market Customer Service is a differentiator, it's very useful to see how your customers compare you against other organisations.
Prices start from £45.00 + VAT per month.
Call 0800 970 9940 if you would like to know more.
May 2008
Budgens the convenience stores sign up for a dual market analysis:
1. Existing Customers - What do existing customers Need, Want and Love
2. Prospects - What do consumers living local to store Need, Want, Love.