Customer Satisfaction and Loyalty
RTi employs a customized, model-based approach to measure, enhance, and track customer satisfaction and loyalty. Our unique program, called Qualmark, has been used by our clients for over ten years to:
- Develop comprehensive and reliable metrics related to each facet of the customer experience
- Establish benchmark standards of performance
- Identify areas of service improvement that need to be addressed to improve loyalty
- Provide significant insight into enhancing the customer service experience and customer retention
- Drive accountability and ownership for “delighting the customer” throughout the organization by continually measuring and enhancing performance
Our analysis and reporting is focused on prioritizing the factors that drive satisfaction and loyalty. To that end, we have developed multivariate measures and models, such as our Satisfaction Segmentation analysis and Predictive Impact Modeling that drill down to uncover the aspects of the customer experience that must be focused on. Further, by combining our unique analytics with operational data, Qualmark can provide approximate ROIs on recommended actions.