Business Survey Consultants (BSC) was established in 2002 with the purpose of supporting organisations to better manage customer relations. Our projects are designed to collect customer feedback with a variety of survey mechanisms, escalate queries and complaints to the correct departments or Account Managers, monitor the progress made towards resolving issues, and ensure that all calls are closed by the end of the research project timeline.
The benefit of this step-by-step process is to open communication channels between customers and their Account Managers, provide transparency for the executive team, and guarantee that there is already an improvement in the overall health of customer relationships before the final report is even presented.
Our customer feedback mechanisms include:
- Email surveys
- Online forms
- Website complaints platforms
- Printed forms
- SMS and Whatsapp surveys
- Social media surveys
- Telephonic interviews
- Face-to-face interviews
- Focus groups
- Public polls
Each target population is unique and requires a different approach. Often a combination of the various mechanisms provides the highest quality data. With BSC’s incident app, all the feedback collected through your chosen channels appears in one place and customers are classified into two categories:
Among the non-actionables, you can expect to find audio recordings of customers’ compliments for their Account Managers which may be shared in your newsletters. In the list of actionables there are audio recordings of interviews with customers who voiced either a complaint, a query, or a lead for future business.
Each of the listings is assigned a pending label and escalated to the correct manager. A count-down timer shows how long the manager takes to follow up and mark the listing as resolved. So doing, the incident application allows the executive team to easily keep count of total customers with outstanding issues, the conversion rate and, of course, which managers are having a hard time dealing with their customer relations. Throughout the project, trend reports may be accessed from any smart device.
BSC’s team is standing by to answer any questions that you might have about the process and how to approach the project implementation in your business.