Gaining feedback and insights from customers

  • We conduct customer feedback research driven around the specific needs of our clients, in terms of scope, process and deliverables.
  • An appropriate research solution is suggested, which could include online surveys, focus groups, in-depth interviews and telephone interviews.
  • Typically we would use the FOTP Four Step Approach as detailed below: 

How we do it
Customer feedback research
FOTP Four Step Approach

Scoping the audience and the characteristics of your business

We hold an initial meeting with our clients to achieve the following:

  • Identify current processes and business characteristics
  • Clarify business requirements and any specific areas to cover

  • Select the appropriate customers to gain feedback from

  • Recommend and agree an appropriate sample size

  • Provide a full project schedule to include timelines and deliverables

Qualifying the core components of successful relationships with your customers

  • The key drivers of customer relationship performance are identified by conducting a small number of in-depth telephone interviews with a sample of your customers
  • The output of these interviews are clearly defined Performance Areas and the individual Performance Attributes that drive your customer relationships

Measuring the pulse of your customer relationships

  • An online survey is used to gain customer feedback on how they rate your organisation on the Performance Areas and Attributes of their relationship with you
  • The Performance Areas and Attributes measured are those we defined from the earlier qualifying interviews

Reporting via scorecard and identifying customer relationship strengths and weaknesses

Output of results include:

  • A customer relationship health Scorecard
  • A measure of performance for each Performance Area and Performance Attributes
  • Verbatim comments providing further insight into the scores achieved
  • Identified customer relationship strengths, weaknesses and opportunities
  • Recommendations to help you improve your customer relationships

Keeping your Finger on the Pulse of your existing customers will enable you to more easily:

Build loyalty to retain and develop existing customers
Align your corporate goals and objectives with those of your customers
Focus your commercial strategy on the things that are more important to your customers
Drive competitive advantage by anticipating your customer needs more quickly than others
Become more engaged with your customer and their changing needs

View our Customer Case Histories