Relationship Measurement in Tech: Monitoring Key Touchpoints in The Customer and Partner Experience
When you’re a corporation managing over 7,000,000 customers and partners, it is challenging to maintain an accurate measure of customer and partner satisfaction. We partnered with a global technology corporation to help them accurately monitor and measure customer/partner satisfaction with their performance, track satisfaction over time, and compare it to that of their competitors.
We execute a quarterly Customer Relationship tracking study among customers/partners in 100+ countries and 45 languages, year-after-year, to track both short-term and longer-term trends in satisfaction.
Overall satisfaction is measured as well as performance across a wide range of touchpoints (e.g., account team quality, support, product performance) while maintaining the flexibility to add and/or replace modules as they become more or less important to the client’s business.
We created an immediate feedback mechanism for Account Managers to address issues raised by customers/partners, creating a listening tool. This study also generates a vehicle for customers/partners to participate in future dialogue.
Results are shared Enterprise-wide (from field staff to the C-Suite) which enables all vested parties to understand the overall impact on satisfaction. Findings are distributed via dynamic scorecards, dashboards, and presentations, providing advanced analyses. This foundational research also serves to uncover additional opportunity areas for further research. Sales teams take responses and engage with customers in the moment to address any immediate concerns and display their commitment to the customer/partner relationship.