Analysis

Once the targeted number of interviews and subsequent data entry is completed, TCFCR conducts an in-depth analysis of all quantitative and qualitative results. This analysis stage focuses on providing both a “big picture” overview of the client company’s performance as perceived by the customer, as well as close-up “snapshots” of performance as they relate to pre-project expectations and objectives.

Feedback from the customer is carefully recorded in our statistical software, then scrutinized by an Account Manager to uncover key findings and important trends. This process can best be described as one of “drilling down” through volumes of customer input to identify both specific areas of strength and key drivers of dissatisfaction. 

To provide additional context, the information also is entered into our database of client companies who have conducted similar studies in recent months, which enables a comparison of results within a specific industry, as well as across a range of industries.

Finally, the interaction’s impact, and ultimately the department’s value, is calculated based upon the responses provided by customers during the interview process.  Of course, this last analysis component is a crucial step in terms of utilizing customer satisfaction and loyalty research as a tool to ascertain the contact center’s ability to positively impact the company’s bottom line.