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 Looking After Your Most Important Asset
Your customer base is a valuable asset – possibly the most valuable asset you own.
By working through the entire range of products and services which form Nielsen | eQ, you will be able to build a total approach to measure and manage customer satisfaction.
Best of all, you have the flexibility to choose.
Nielsen | eQ can be applied as a complete package or as a series of stand-alone modules to: |
Assess your core customers |
- Understand how customers think and feel, which in turn drives their decision making and behaviour.
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Gain valuable insights |
- Generate actionable and accessible insights to drive improvements in retention and profitability.
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Improve your retail and trade performance |
- Use specially developed tools to reinforce trade relationships or better understand retail customers.
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Align HR & internal resources |
- Assess employee motivations and perceptions, and benchmark these against robust key industry measures.
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How Much Do You Know About Your Customers?
The final judge of quality is the market place. Therefore, you must ask critical questions of your customers:
* Are they satisfied?
* What makes them satisfied or dissatisfied?
* What are their requirements?
* What do we need to do to keep them loyal?
* How do we perform against our competitors?
* How can we deliver best-of-breed customer service?
Assessing Your Core Customers
Nielsen | eQ Core Customer Assessment Tools are used to assess customer relationships and provide insights into how to increase retention and profitability.
Interviews can be conducted two ways, face-to-face or online, depending on the specific needs of individual clients.
| Customer eQ |
- Face-to-face interviews by highly experienced Nielsen staff
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- Qualitative exploratory phase to understand customer dynamics in depth
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- Custom-designed behavioural scales providing measures that are directly relevant to the customers surveyed
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- eQuation simulation and reporting software as standard
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- Rich inputs for follow-up strategy-setting sessions
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- In-depth questioning and diagnostics providing detailed front-line management inputs and tactical recommendations
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| eQ Online |
- New, online-based version of Customer eQ
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- Graphical question scales and Internet interviews are used to produce a fast, efficient means of assessing broad patterns of customer loyalty
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- Qualitative exploratory phase optional
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- Graphical rating scales, based on eQ experience
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- Fast turnaround of core KPIs
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