Who We Are

CustomerImpact is a consulting and solutions provider, specializing in the design and deployment of customer feedback programs and dynamic dashboards. These innovative dashboards pull together key customer, operational, financial, and employee metrics from disparate data sources, delivering the right information at the right time to the right people, so they can make the right business decisions that will keep and grow customers.

Customer Intelligence

It is essential in today’s fast-paced and competitive market to retain current customers while bringing on new ones. Understanding what is most important to your customers and their perceptions of your performance in those areas should underlie all efforts to meet your targets for customer satisfaction, retention, and spend. Measuring customer attitudes will help you:

Identify issues at both the system and account levels
Create and prioritize processes to solve these issues
Establish goals
Develop corporate strategies that support those goals

Identify additional business opportunities
Prioritize investments with highest potential payback
Build customer relationships
Increase customer satisfaction and loyalty

Customer Feedback Process

CustomerImpact offers a well-defined customer feedback process , based on sound methodology, resulting in a flow of accurate, timely, and actionable feedback. This information is provided to all levels of the organization from all categories of customer surveys on behalf of all customers. Our powerful combination of technology and services helps you to make the correct decisions in designing your feedback programs, including the preferred way to:

Learn about your customers—who they are, where they are, their role in the purchase decision
Establish appropriate channels of feedback for each customer segment—online, phone, in-person
Know which questions to ask each customer

Select survey vehicles, such as Relationship surveys that indicate the overall health of a business, and Transaction surveys that monitor the quality of specific events
Design the questionnaire, including optimal length, order of questions, clarity of questions, scale

Analysis

Real-time analytics and verbatim intelligence through sophisticated text analysis that categorizes comments by theme and sentiment (positive or negative).

Filters by customer segment (e.g., business unit, region, functional area, call center, service representative).

Indicators of future success or failure: key business drivers, falling satisfaction scores, scores not meeting targets, overall satisfaction, suggestions for improvement, likelihood to repurchase, and likelihood to recommend

Dashboards

We design dashboards that include key customer intelligence metrics, along with related operational and financial metrics. Hypotheses can be tested:

Does overall satisfaction track with corporate revenues?

How does overall satisfaction with customer support track with number of calls to resolve an issue?

Rapidly communicating this information across the organization will ensure that decisions can be made quickly and results subsequently tracked in a continuous closed-loop process: