Customer Satisfaction Index, CSI
– puts a figure on your customer relations
Our Customer Satisfaction Index, CSI, gives you a clear idea of the quality of your company’s customer relations and in which areas you need to introduce more resources. CSI enables you to get to know your customers’ needs and attitudes, allowing your company to build lasting customer relations.
Are you looking for an accessible measure of the quality of your company’s customer relations? Our Customer Satisfaction Index, CSI, gives you an index that can be broken down by customer segment, industry, country, product or service type and different roles at your customer, such as buyer or user. Using questions that are based on an open standard, we measure CSI in all our customer surveys. You will therefore be able to compare your company’s index both internally and with other companies.
Identify the weaknesses – increase the value of your customer relations
CSI helps you to identify strengths and weaknesses throughout your organisation so that managers are able to design strategies and targeted measures for improving your customer relations. The index shows the results at a general level as well as a deeper level.
Our follow-up tool enables you to work in a simple and structured manner to improve those things which matter most to your client. This will enable you to increase your CSI score.
How it works
Based on your company’s needs, we will identify the purpose and appropriate scope of your customer survey. We will then collect the information and analyse it.
Our Customer Satisfaction Index is based on three questions:
- What is your overall impression of the company?
- To what extent does the company live up to your expectations?
- Imagine an equivalent supplier who is perfect in all respects. Compared with the ideal, how satisfied are you with the company?
The results are presented and reported to all managers and employees with responsibility for the results. Your company’s Customer Satisfaction Index shows you the best way to allocate your resources and assists your improvement activities. Particular importance is attached to following up the results, and the persons responsible will be able to register and monitor the improvement activities continuously.