Danon

Transactional Research

Business Challenge:

Company experienced an increase in the number of customer complaints concerning technical support staff. They decided that refresher training was necessary however they also wanted to know the key pain points of customers and monitor process after training.

Solution:

We designed a follow up survey that was sent to customers which focused on their most recent experience and the likelihood of them being a repeat customer or recommending others.

Results:

Survey identified they main source of pain was it took too long to get issues resolved. Going forward every call/chat/email generates a follow up survey.