As the Covid-19 pandemic continues to impact the world, many businesses are losing sight of their customer journey. And although it is a very uncertain time, interacting with customers and addressing their needs is just as important now if not more so.
Any gap between what customers are expecting from their interaction with a company and what they actually get must be monitored, dealt with, and then closed so that those customers will buy more. Great customer experience leads to brand loyalty, shared digital experiences with others, and word of mouth.
During Covid-19, people know what they are doing differently and how they feel about it…and to find out about their customer experience, you need to ask them, and the speed and availability of market research and customer insight data are priceless in a time of a crisis.
Social distancing introduces a range of new customer service and experience challenges…while increased consumer awareness of public health issues means heightened sensitivity to the way services are delivered.
Critical Research can help you track your post-covid 19 customer experience.
In these difficult times, your immediate response is likely to impact your long-term success…
- There is an opportunity to impress new customers and a challenge to retain old ones
- Now is the time to be reassuring; it is key to ensure your good customer experience (CX) is positive
- At the same time, it may be difficult to find the budget to both deliver AND monitor the success
Take advantage of our COMPLETELY FREE survey, to help you track CX!
How does it work?
Simply send customers an email after they have experienced your product or service…or if you prefer, you can advertise the survey during the experience (e.g. on the ticket, on their seat, in-store, etc.)
This will take them to YOUR survey (you do not share it – or the data – with other companies). We offer a few customisation options too (e.g. your logo, a couple of service-specific questions, certain types of customer data)*
Your recent customers tell us how you’re doing:
For example, how safe they felt, how easy you made things, how your staff performed if they had a good or bad experience, how they think you compare to your competitors for Heath and Safety, and more!
* Both the survey and dashboard will be scripted, hosted and managed by Critical Research. Customisation options beyond those listed above are available for a small fee. We would be happy to discuss these requirements!
You (and you only) access and export results real-time online, via a simple dashboard*
Questionnaire & Results
A FREE 5-minute online survey covering:
Overall satisfaction and likelihood to recommend
How safe you made them feel
How you and your staff performed (against key H&S and Social Distancing measures)
How customers feel you perform against similar providers
Their likelihood to use you again
Optional bespoke content*
A secure online portal, for you to track your performance:
Visualisation of how your performance has changed over time
Filtering options (age, gender, first-time user etc.)
Here is a link to our demo.
If you would like to find out more or discuss how we can assist with your customer experience management, please contact Ben Farr.
20 best customer experience metrics for your business according to Forbes:
- Net Promoter Score (NPS)
- Customer Loyalty
- Customer Engagement
- Customer Retention
- Employee Satisfaction
- Customer Effort Score (CES)
- Customer Acquisition
- Customer Lifetime Value (CLV)
- Customer Satisfaction (CSAT)
- Churn Rate
- Average Time Resolution
- First Contact Resolution
- Visitor Intent
- Task Completion
- Stock Price
- Contact Volume By Digital Channels
- Social Media Listening
- Referral rate
- Cart Abandonment Rate