CUSTOMER EXPERIENCE (CX)
TDA’s Holistic 2-Step Approach
In today’s data-driven culture, don’t just do an NPS/CSAT/CES survey; implement a CX program
A Path to Building Customer Loyalty
Developing your CX program
Let TDA help you design and implement a survey specific to your company and products. Leading companies of our industry trust us because we are dedicated to scientific technologies. And, according to our clients, we are extremely easy to work with.
- Survey design. Leverage our expertise to get the most out of your efforts. Crafting an effective survey is a nontrivial task. We’ve established best practices tailored to users of scientific technologies to help streamline CX survey design including net promoter score (NPS), relationship NPS (r-NPS), transactional NPS (t-NPS), customer satisfaction score (CSAT) and customer effort score (CES).
- Hosting & programming. TDA utilizes the leading software survey platforms (i.e., Qualtrics, Decipher, Alchemer, Sawtooth) to optimize your study. Each platform offers different tools and reporting capabilities. Using our license to these platforms lowers risk and saves money.
- Translations. We’ve have partnerships with native speakers that understand our industry.
- Data analysis, charting, report generation. We pride ourselves on delivering the best quality deliverables in the market, both in terms of content and style, with a senior team providing strategic advice and a creative team ensuring highly visualized reports. And because we are dedicated to scientific products, we can deliver insights and trends that are implicit to the findings.
Step 1. A Deep Dive to Knowing Your Customers
Understand what’s driving your NPS/CSAT/CES
Survey type: Unblinded, online VOC survey
Frequency: up to 2x per year
Length of interview/survey: 10 to 15 mins.
Key objectives
- Characterize personas and identify user challenges
- Measure KPIs and other attributes such as quality, responsiveness, customer service, value proposition, etc.
- Learn about how customers are benefiting from products and services
- Test new concepts and/or search for areas for improvement
Step 2. Listen, Learn & Take Action
Learn how to improve the customer journey with transactional NPS (t-NPS)/CSAT/CES
Survey type: Unblinded, online VOC survey; integration with CRM (e.g., SalesForce)
Frequency: Continuous; at each touchpoint
Length of interview/survey: up to 3 mins.
Key objectives
- Improve internal processes, increase your responsiveness to customers, and become a customer-centric organization
- Track users at different touchpoints such as buying, deploying, using, maintaining (resolving issues), sustaining/improving (ease of working with you), etc.
- Learn more about your customers recent experience, allowing you to take action, resolve issues and maintain an open line of communication