-
|
- |
|
|
The Annual Benchmark Survey: Helping an International Company Thrive in the Fast-Paced World of Technology through Customer Loyalty Research A Partner in Success A leading software company catering to Fortune 500 companies must nurture existing relationships and attract new customers in the face of heavy competition. For the past five years, the company has relied on ISG to help anticipate and act on the needs of the marketplace with an Annual Customer Loyalty Benchmark survey of its' top customers worldwide. This annual survey tracks the perceptions and opinions of key individuals within each company who play a role in the purchase of software products within their organization. Those who participate in the survey are asked a series in-depth questions about their satisfaction with the company in nine key areas. The Challenge Producing quality intelligence for this client requires an intimate understanding about the world of Fortune 500 companies. The individuals interviewed for the survey are top executives in organizations with large user bases and intricate needs. Their time is valuable and they are busy. ISG makes the survey successful by committing the time and personal attention required for gathering deep, detailed and actionable information. Our ability to establish meaningful contact with respondents in multiple time zones across the world in a variety of languages, helps our client obtain information about their customers quickly and accurately. The Result The Annual Customer Loyalty Benchmark survey focuses on a series of loyalty drivers that customers define as most important at both corporate and functional levels. Primary segmentation is performed at a Global, Regional, District and Key Critical Account level, then each of these primary areas are further segmented by Account Management Classification, Products Used, Customer Longevity, Functional Areas, as well as Customer Satisfaction levels. The findings are benchmarked to data from previous years to highlight positive, neutral and negative changes in their satisfaction ratings. Customer comments are also analyzed to reflect trends. ISG's research enables the client to make intelligent decisions that continually streamline business practices, improve the product and strengthen customer support. |
|
|
