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"Customers and employees are the ultimate success drivers for every company in every industry. Do you know what they are thinking, feeling or experiencing with you? You better! Your company's success depends on it."
~ John Burshek, President, TAG
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Customer Satisfaction & Loyalty Program
The Arthur Group's Satisfaction and Loyalty Programs are perfect starting points of building a frame of reference of any organization's base of customers or potential customers. Our Programs are used by companies for four distinct purposes:
- Companies who have not established a regular, on-going, statistically meaningful understanding of their customers or the industry in which they operate. Our Programs become their leading benchmark and monitor of key success drivers of their business strategy.
- Companies already conducting their own on-going satisfaction and loyalty surveys. Our processes and benchmarks of World Class companies' customer satisfaction and loyalty scoring provide an independent viewpoint for internal research staff to validate, or challenge, the usual findings.
- Companies in industries that require purchasing an "industry standard" for customer satisfaction results and ranking. Our protocols provide more depth than is received from these providers as well as findings that relate directly back to the critical elements of Return on Objective or Investment for the individual company.
- Non-profits, public or governmental organizations tired of the same old results they have been reviewing for years without having any impact within the organization while watching the world change around them. Leading organizations in this segment recognize that Satisfaction & Loyalty Programs of today have to measure more than simply satisfaction with customer service. Today's Satisfaction and Loyalty programs have to encompass the Total Customer Experience relative to these types of organizations.
All of our Satisfaction & Loyalty Programs are built around the following premises:
- We recognize that while loyalty is related to satisfaction levels, satisfaction is not necessarily related to loyalty. Because of this, you have to measure both along with the total experience itself. The future potential for business relates to more than any one single exposure to or with a given company.
- We identify the key success factors responsible for driving satisfaction and loyalty which can be controlled by the company given the particular industry. We then analyze against each of these factors.
- We segment the key success factors and dependent variables of satisfaction and loyalty against our proprietary Customer Typology™ and Ethos & Values Clusters™ for a full true 360 degree understanding of how the entire audience perceives the company or organization.
- We compare and contrast the final findings against known benchmarks of World Class customer satisfaction and loyalty.
- We go beyond simply reporting the results from our studies; we recommend the best course of action to positively impact the dependent variables of satisfaction and loyalty.
- We provide findings that feed directly into Balanced Scorecard reports or dashboards, TQM continuous improvement reports, or for those organizations using a simple NetPromoter Score, we also provide that metric.
We offer the following specific Satisfaction & Loyalty Programs:
Specifically designed for B2C companies, TAG's Customer Satisfaction & Loyalty Program incorporates key elements missing from most customer satisfaction work being done today. While this can be conducted as a "company-only" Program, we always recommend our full Program which incorporates feedback and evaluations relative to direct competitors.
TAG Professional Services Client Satisfaction & Loyalty Program™
Developed and implemented among the world's largest leading professional services and B2B companies, our Professional Services Client Satisfaction & Loyalty Program™ reflects our understanding of the extremely different world of Clients versus Customers. Again, this can be conducted as a "company-only" Program, we always recommend our full Program which incorporates feedback and evaluations relative to direct competitors.
TAG Satisfaction & Loyalty Program for Non-Profits, Public & Governmental Organizations™This particular segment of companies and organizations usually receives very little attention other than applying the most basic of customer satisfaction measures. These are typically only administered in the area of customer service elements. Understanding the depth of the Total Customer Experience and applying metrics to interpret that relative to their organizations larger objectives is now available through this program.
TAG Channel-Specific Satisfaction & Loyalty Program™For those wanting an in-depth understanding of the impact made through a particular channel or medium, this program is the answer. We specifically delve into the impact of websites, micro-sites, intranets, call centers, mobile campaigns, in-store offers, drive-throughs, etc. Methodologies are driven by the channel itself and could encompass telephone, online, interactive voice response, mystery shopping, etc.
TAG Internal Customer Satisfaction & Attitude Program™Satisfaction and loyalty begins within a company. Understanding the core attitudes and beliefs held about a company and it's customers by its own internal customers is the glass ceiling beyond which cannot be surpassed. "You are who you hire and you deliver what your employees believe the company stands for." No external program is complete without an understanding of the internal customer's perspective. Our Internal Customer Satisfaction and Attitude Program™ provides that perspective with recommendations on moving the needle to where the company desires to go.
