Customer Satisfaction / Customer experience Assessments

Customer experience assessment can be divided into:

  • Transactional research
  • Relationship research

Transactional research is an on-going, short assessment of the service received usually directly after an interaction with a company touchpoint, for example a sales person or a call centre agent.

Relationship research is a regular (usually annual), larger scale study that assesses in a more holistic way the satisfaction with the company.

There are pros and cons to both methods.

The trend over the last decade has been towards more transactional research. We believe that transactional research is being over utilised by many companies at the expense of relationship research.

Consider this quote:  “ I had no problem with the call centre agent, he tried his best to help within the authority that has been given to him, but I am still extremely frustrated with the bank”.

Contact Us for more information on Customer Relationship research.