customer satisfaction survey & loyalty program - csnlp solutions

Customer Satisfaction&

Loyalty Program

It is a Fact

It is 6-7 times more expensive to acquire a new customer than it is to

keep a current one.

It is a Fact

News of bad customer service reaches more than twice as many ears as praise for a good service

experience.

It is a Fact

For every customer who bother to complain, 26 other customers

remain silent.

It is also a Fact

91% of unhappy customers will not willingly do business with you again.

The Bright Side

Resolve a complaint in the customer’s favor and they will do business with

you again 70% of the time.

We already know that

Top Two Reasons for customers loss:

1. Customers feel poorly treated.

2. Failure to solve a problem in a timely manner.

The Bottom Line

Customers overwhelmingly show appreciation for great service

Companies should invest heavily in measuring customer satisfaction over time and work to consistently give better service

Receiving Customer Complaints

• You surly have a compliant box in your branches and outlets.

• You also provide paper forms to your customers to fill-in any complain they have and mail it to you through those boxes.

• Those paper forms have some kind of Customer Satisfaction Surveys, so you can track and measure the success of your services and products.

The down-side of paper forms

• Paper forms have delays in their nature, you need to collect them (once a week maybe), read them, input the data into some sort of a software program, and then you can start handling the customers’ complains.

• This delay is very critical because the unhappy customer is staying without any real answer to the complain for so long and the bad experience has already spread between his family and friends.

The down-side of paper forms

• Paper surveys also deliver delay coming from the time needed to collect the form, doing the data input, and then analyze the results.

• Paper forms are static, you can’t change them when ever you need to, thus not giving you the flexibility to put the needed questions when ever you introduce a new service, event, or product.

What we offer

• CSnLP Solutions provides Customer Satisfaction Surveys done through android tablets technology.

• Our CSnLP tablets collect feedbacks, reviews suggestions, complaints, and contact information from your customers with the ability to change the questions whenever you like, and give you the means to export the collected results to ready made back-office software online.

How is it done?

• A Tablet with CSnLP Pro. will be set in your branch our outlet.

• CSnLP Pro. will collect the customers reviews and store them locally.

• CSnLP Desktop will pull the results from the tablets on a daily bases, analyze them and put them into the hands of the Quality team on your organization.

Benefits

• Total honesty.• No staff resource required.• Cuts cost & efforts:

– Paper Forms collection.– Data Input and Translate Hand Writing.– Paper design and printing.– Paper handling.

• Cutting Edge Technology and Ease of use.• Gives a prestigious look to the customers.• Fast response to unhappy customers.• A short and direct way to listen to your customer.

Let us see some screens

Language Selector

Survey Screen (5 Questions)

Mobile Number & Suggestions

Client Information

Settings Screen

Utilities Screen

CSnLP Desktop – Single Branch

Total Company

Guests Database

Need Special Attention Guests

Suggestions & Remarks

Survey Campaigns

Marketing Campaigns

Reports - Branch Level

• Includes the following Data:

– Individual Question Satisfaction Rate.

– Overall Satisfaction Rate.

– Weekly comparison and improvement chart.

– Monthly comparison and improvement chart.

– Yearly comparison and improvement chart.

• The ability to add observations and remarks from the quality team.

Reports - Company Level

• Includes the following Data:– Individual Question Satisfaction Rate.

– Overall Satisfaction Rate.

– Branches comparison chart.

– Weekly comparison and improvement chart.

– Monthly comparison and improvement chart.

– Yearly comparison and improvement chart.

• The ability to add observations and remarks from the quality team.

How is it applied?

How is it applied?

How is it applied?

How much does it cost?

• You will need some statistics software such as IBM SPSS Statistics to perform paper form satisfaction survey.

• CSnLP Pro. for 15 branches plus CSnLP Desktop will cost you less than the license of IBM SPSS Statistics software premium edition.

• Total solution vs. just one part of the equation.

Questions

Your most unhappy customers are your greatest source of learning

Bill Gates