Kinesis offers a wide range of customer-focused research methodologies to support service strategies and consistent service execution.
- Telephone interviews
- Email invitations linked to a web-based survey
- Web site "pop-up" surveys
- Interactive Voice Response (IVR) surveys
- Face-to-face interviews
- Mystery shopping
- Multi-channel assessments
- Focus groups & depth interviews
We help companies identify the strengths and weaknesses of their service from the customer's perspective, set specific goals for improvement and measure their success.
Satisfaction and Loyalty Measure customer satisfaction and loyalty, determine key drivers, and examine the relationship among various service elements and overall satisfaction and loyalty.
Image/Awareness Determine the relative image, positioning and awareness of your company and its products/services.
Wallet Share & Profitability Segmentation Measure wallet share, compare wallet share with customer profitability data, and determine which satisfaction drivers most directly influence customer profitability.
Customer Retention Smart companies listen to ex-customers to identify sources of run-off or churn, and thus improve customer retention.
Customer Comment A system for processing, analyzing and effectively responding to customer feedback, including comments cards, call and emails.
Customer Acquisition Determine the reasons behind new customers' selection - provides valuable insight into new customer identification and acquisition.
EmployeeInsight Customer relationships are forged by your employees and will only be as strong as the level of employee satisfaction. Identifying and addressing employee issues proactively creates stronger customer relationships.
LifeCycle Highly trained researchers interact with the company over a period of time, providing valuable feedback about service performance throughout the customer lifecycle.
ActiveInsight Service execution and consistency are tested throughout all touch points using a unique observational research approach - providing a powerful coaching tool to modify revenue generating behaviors.
SmartMarket Compare the organization's service and sales skills to key competitors. Head-to-head comparisons reveal competitive differentiators and areas of opportunity.
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