Measuring the customer experience - understand the customer and develop the service
Our service Customer Listening, which focuses on measuring customer experience, is an excellent way to find out your customers' experiences of your expertise, products and services.
Only by hearing and understanding the customer can you develop as a customer service person.
We are your support every step of the way.
Harness customer understanding into a competitive advantage
Book a free consultation and we'll tell you more about measuring the customer experience.
We can also implement a test project in which we show how our Customer Listening® service works and what kind of business-beneficial results you can get by measuring customer experience.
Do you know what is really important to your customers?
How they experience your service and how you can improve it.
Customer listening seeks answers to these questions.
We take care of the entire process of measuring the customer experience, from planning, to implementation, to analysis of results and action proposals.
By measuring the customer experience and analyzing the results, you get valuable data that helps to develop business activities to be more customer-oriented.
The measurement method, technique and timing are defined based on your company-specific needs as the entity that best serves you.
When is a good time to measure?
Sales
Before the sale
surveying the factors affecting customers' decision-making and the image of your company.
After,
figuring out why you won or lost.
Delivery
During,
especially when it is a long-term project
After,
when user experience has been accumulated and the delivery phase is still fresh in mind
Aftermarket
Fresh after,
after a maintenance or a customer service event. But only after experience has been gained.
Customer service
Regularly,
to keep the customer and to develop cooperation.
Our customers' experiences with the Customer Listening service
Case - BE Group Oy
"The call survey for customers has been implemented well by Melba Digital right from the battery of questions. In particular, the competitor comparison offers us a lot of valuable data, which would be difficult to organize on our own.
In addition to developing your own customer experience, it is important to understand what is happening in the field of competitors."
Risto Hovila, BE Group Oy
--> Read more
Case - YTM-Industrial Oy
"Alongside the customers' experiences, our own staff also evaluates our performance and expertise - in exactly the same way and with the same metrics as the customers.
It provides us with valuable comparative information, which we in the management team actively utilize."
Ari Numminen, YTM-Industrial Oy Read more
--> Read more
Blog - Customer experience leads the strategy
Customer experience is one of the most important factors that influence a company's success.
Read on Melba Digital's blog how customer experience leads strategy and how, why and when customer experience is measured.
What should be measured?
Watch the video about customer experience measurement and its importance
Customer experience measurement to support business development
The purpose of measuring the customer experience is above all the development of operations. Using the results of the measurements, helps you to identify areas where the service can be improved.
High-quality measurement plans
More than 30 years of experience and an extensive measurement question bank help to create a comprehensive and appropriate measurement plan for you.
We make sure that the measurements produce valuable information for the development of your business.
Breakdown of results and concrete recommendations
An outsider often reveals new perspectives on your business.
Our experienced team will help you interpret the results so that you can identify your strengths and areas for development.
We offer an in-depth analysis of the measurement results and concrete recommendations.
Real-time monitoring
Customer opinions are valuable information.
That's why we offer you advanced reporting software that enables real-time monitoring.
You can monitor the development of the customer experience and take the necessary measures immediately.
What to look for when measuring customer experience
Customer satisfaction
- What is important to the customer
- How pleased he is
- The best method when you want to drill down into the details
Recommendation
- Your customers want to recommend you
- Reasons for the opinion
- Always a good method, and at its best alongside customer satisfaction
Effort
- How easily you were reachable
- What were the expectations in turn
- What made me happy and what was challenging
- A good method when you just got a new customer