Measuring and improving customer friendliness: where is the best place to start?

Does measuring customer friendliness actually work?

Yes, but only if you take all facets into account. Of course, you can rely on compliments, complaints, and social media reviews, or hire an agency to conduct a customer satisfaction survey. However, all these techniques highlight only a part of the customer experience. So, how does the overall customer focus stand within your company? How effective is your current customer-centric strategy, and how can you improve customer satisfaction and loyalty even further?

That is exactly what we investigate at Customerry during a Customerry scan of your organization.

Why should I measure my customer friendliness?

Simply put: to know what you are already doing well today, and what you can do even better tomorrow. Customerry aims to make customer experience management understandable, accessible, and affordable for all entrepreneurs. Moreover, we do not believe in simply setting up a few isolated improvement actions without first assessing where you stand. And therefore, measuring your customer friendliness in the current situation, for example.

That is the mission of founding lady Sarah, but of course, that still doesn't tell you why you should invest in such a Customerry scan.

What do you have to gain from this?

• A clear report written in plain language
• A more sustainable marketing approach: after all, you know exactly which strengths to highlight.
• Growth thanks to a clear and manageable action plan to attract even more satisfied and loyal customers.

The Customerry scan: research, workshop, and advice in one package.

Lengthy processes and (too) thick reports that end up at the back of a cupboard? We prefer not to participate in that. That is why we have developed an all-in-one basic package for organizations and/or teams of 0 to 50 people.

What can you specifically expect?

1. An intake meeting to gauge the needs and wishes of your organization and to discover whether the Customerry scan can help you with this. This meeting is always without obligation.
2. Shall we go for this together? Great! Then we will determine the timeline within which I conduct the research and how we communicate what to the team. Count on a turnaround time of at least 5 weeks.
3. Next, I dive into your organization. I gather information, familiarize myself with the subject, and speak with a number of employees and/or customers. I often use mystery shopping or other techniques as well. I tailor my research methods to your sector, wishes, and size.
4. Based on the initial input, I measure your team's internal customer focus using an online tool. Your employees will receive a questionnaire to complete with customized questions based on your needs and wishes. Yes, measuring your internal customer satisfaction is part of this as well.
5. As soon as I have received all the information, I process the data into a clear and understandable comprehensive report. The report contains both quick wins and structural advice for the future.

And then the real work begins. After delivering the report, we won't leave you to your own devices, but will provide a customer experience workshop tailored to your organization. We will discuss the report and get to work on the action points. In the meantime, we are happy to share our customer-centric knowledge, case studies, tips, and tricks with you. The result? A solid workday ending with a list of concrete actions and projects to take your customer focus to the next level.

And what if I still need something extra?

That is possible. Would you like more interviews, should I visit various branches, or would you also like to measure your customer satisfaction immediately with an online survey? At Customerry, you decide exactly how far we go to analyze or improve your customer focus. Everything is open for discussion, and we are happy to work out a customized proposal.

• Time-saving
  For the scan, we will be on-site for approximately two half-days. We will carry out the research, interviews, analyses, and optimization suggestions in our own office. This means you avoid unnecessary productivity loss and quickly gain a general overview of your current customer focus and growth potential.

• Transparent budget
  You will not face any financial surprises, as the Customerry scan costs you exactly €4,900 excluding VAT and not a cent more. Moreover, as a small business, you can have up to 30% of the cost subsidized via the SME portfolio.

• Learned something new for sure
  It is a bold statement, but we dare to guarantee without blushing that during the customer experience audit, you will at least learn something about customer experience and about your company. Our handy and concrete tips will undoubtedly also give you food for thought for your next customer-centric actions.