The research is designed to elicit honest and detailed feedback that is then carefully evaluated and analysed to provide detailed strategic reports that allow you to shape and evolve the overall customer experience.
In addition to N'lighten's extensive personal experience in the field of customer service research, we utilise sophisticated technology, tailored to your needs and budget, to deliver the results in the format and level of detail that you require. Research results also serve to minimise risk and ensure that customer feedback informs strategic planning at all levels.
But the true benefit of N'lighten's research expertise lies not so much on our ability to professionally assess customer service levels - it is our proven competency in combining all insights gleaned into a comprehensive feedback 'loop' that is able to drive continuous improvement, enhance the credibility of your company, and underpin retention and market share strategies.
N'lighten's full-service, comprehensive approach involves all stakeholders in the measurement and evaluation process - from customers and staff to management and executives, ensuring that customers feel valued, staff are informed, and management is equipped to adapt and improve service levels.
Our cost-effective, results-driven research methodologies include:- Paper-based surveys
- Electronic or web-based surveys
- Telephonic surveys
- WAP and SMS surveys
- One-on-one key client interviews
- Staff Climate and Morale Surveys
- Service Level Audits (internal depts. & suppliers)
