Case Study – Retailer Survey Improvements
This Fortune 1000 company wanted to be able to acquire significantly more customer experience feedback in order to improve the services delivered to customers, but were suffering from extremely low response rates, despite spending significant sums on telephone interviews to try and achieve their goals.
The company approached Nielsen for better, more efficient and more cost-effective ways of generating more customer experience feedback. Nielsen implemented a test and learn programme with the company in order to meet their needs, re-engineering the whole process and incorporating SMS feedback, generating 20 times more feedback than had previously been the case, and saving them significant sums of money simultaneously.
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