THE CHALLENGE
The Consumer Group at Pfizer routinely measures customer satisfaction with their call center service through follow-up research. As their Web site is becoming an integral part of their customer service offerings, they wanted to measure customer satisfaction with the site and get a better understanding of customer expectations for the site.
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THE SOLUTION
Through a two-part study, SpectraCom provided customer satisfaction ratings for the Web site which will serve as a benchmark for future studies. In the first phase, a Site Visitor Profile was developed using a pop-up survey on the home page of the site.
One question asked visitors if they could be contacted with a follow-up survey. In the next phase, those who gave permission to be contacted completed a customer satisfaction survey online about their expectations for the site and their satisfaction with the services offered. Based on the responses and suggestions, enhancements to the site were made.
A navigation bar was added to help visitors find corporate information, a common reason for visiting this site, and work has begun on providing more enhanced search features. These changes provide better customer service and more cost-effective communications.
To learn more about how we can use our experience to help improve your customers’ satisfaction, contact us. |
