Event Driven Surveys
Event driven, or transactional, surveys are a tactical tool to help you optimise the customer experience at particular touchpoints. Many organisations use these on an ongoing basis to guide improvements and measure progress.
You need this if:
You want a tactical (often ongoing) tool to optimise the customer experience at particular touchpoints. A good event-driven survey will:
Robustly measure customer satisfaction at a touchpoint.
Clarify the customer journey.
Measure what makes for the “perfect customer experience”.
What we do:
In-house telephone interviewing
Foreign language telephone interviews through a trusted partner
In-house web survey design and hosting (mobile optimised)
In-house analysis and reporting (offline and online)
Do you know how experiences drive customer attitudes?
what you get:
NPS, Satisfaction Index, or Customer Effort (or a combination) to track your progress.
Dashboard reporting gives you the tracking information you need to know.
Our team of developers can build a portal to meet your needs, whether in-depth analysis or high level dashboard.
The perfect customer experience
Tracking performance against the “perfect customer experience” demonstrates the links to behaviours at the front line.
To be more than a tick box exercise, you need to dive into the data to extract insights you can use to shape the customer experience.
Get in touch
Get in touch to find out more about event driven surveys and how we can help you gain an in-depth understanding of your customers today.
You may Also be Interested In...
Relationship And Event Driven Research
Relationship and event driven surveys are both vital tools in customer research. Organisations often make the mistake of committing to one or the other, or attempt the bad compromise of doing both in a single survey. A well designed research programme, including a mix of both su...
News & Opinion
What your event-driven research is missing: the strategic view
Event driven research can sometimes result in customer research being seen as a tactical measure, rather than a strategic one. In this article we explore why you need a customer research programme that combines strategic and tactical research in sensible ways.
Your Survey Mix: Relationship Versus Transactional
Are you committed to event driven surveys with no long term view of how the wider population of customers perceive you? Maybe you’re tracking NPS or CSat with no clear actions on how to move the number up? Stephen Hampshire talks through the benefits of having a balanced research...
Finding the right statistical tool for you
Statistical tools are incredibly powerful, but there’s such an array of options nowadays that it can be hard to know where to start. At TLF Research we use a range of techniques depending on the nature of the data and the needs of each client. This guide gives a quick overview of...