An overview of CRT's customer engagement solutions and services.

1. We help our
customers know
their customers
better
“One great insight is
worth a thousand great
ideas” Phil Dusenberry

2. Around 70% of the customers who leave you do so
because they perceive you are indifferent to them.
When all customer communication channels are
aligned, issues are more likely to be resolved at the
first point of contact. Those taking longer than 48
hours to resolve can be significantly more costly - in
more ways than one.
Companies that capture and leverage customer
feedback to improve satisfaction and loyalty achieve
increased revenue and shareholder value:
»» Organisations that prioritise the customer
experience generate 60% higher profits than their
competitors – Gartner
»» A 5% increase in customer retention can increase
profit between 25% and 125% – Harvard Business School
»» A commitment to customer experience results in
up to 25% more customer retention and revenue
than sales or marketing initiatives - Gartner
If feedback is managed to a good standard as part of a wider customer engagement ethos, it can be an
immense force for change in your business. Consider this fact by Gartner: a commitment to customer
experience results in up to 25% more customer retention and revenue than sales or marketing initiatives.
Wow.
While traditional research methods have their place and value, customer engagement in real-time brings
many advantages. Here are ten reasons to use it for your business:
“Our customer feedback challenged
some old ways of thinking and gives us
clear guidance on where to focus more
going forward. Ultimately, it’s a simple
premise – we can only know what our
customers want by asking them.”
Manheim UK
1. Research by Gartner found that opinion collected
at the point-of-experience is 40% more accurate than
feedback collected even as quickly as 24 hours later.
2. Customer engagement in real-time yields a higher
volume of responses.
3. High quality, high volume feedback enables
marketing, operational and strategic decisions to be
made from a more informed and objective standpoint.
4. Decision making is based on fresh intelligence, not
on ageing or limited data.
Why it pays to listen
to the voice of the
customer
Why real-time feedback?
5. Technology eliminates the grind of manually
collecting and analysing feedback.
6. Over time, it’s more cost effective than traditional
research methods.
7. If customers see the difference their feedback is
making (e.g. ‘you said, we did) it will improve their
perception of your organisation and encourage more
feedback.
8. When a problem is flagged in real-time, it creates the
opportunity to deal with it rapidly, before it escalates,

3. We’re serious about the quality of
your customer feedback data. If
it’s going to drive your decision
making, you’ve got to trust it.
That’s why we developed Valid8™
,
our patented filtering software
which sits at the heart of our
ViewPoint platform.
When Valid8™ spots something
isn’t right it automatically
quarantines the responses so they
won’t skew the rest of your data.
Our software people are obsessed
with adding new features and
functionality, releasing upgrades
ViewPoint never stands
still. Developing a system
that anticipates people’s
needs a year from now and
exceeds their expectations
is what motivates me and
my team.”
Rodrigue Talla Kuate,
CRT’s Senior Developer
“
Why choose ViewPoint?
and possibly before it affects other
customers too.
9. It enables customer service levels
to be benchmarked between different
times of day, dates, departments and
sites, giving greater context to the results
and highlighting problem areas.
10. The results of change can be quickly
measured via follow-up surveys, as part
of a continuous improvement cycle.
Within the first three months of
usingViewPoint,wecollectedmore
responsesthanwehadovertheprevious
twelvemonths.” Oxford ASPIRE
ViewPoint is an essential business tool.
The University of Leeds
“
throughout the year. As you might
expect, we engage our customers
in ViewPoint’s evolution.
The power and range of our data
capture and reporting solutions,
together with self-serve and
managed options, result in every
organisation we work with
benefitting from a customised
feedback package which can flex
and grow as desired.
“

4. 02476 608 830info@crtviewpoint.com www.crtviewpoint.com
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We have been
impressed by
CRT’s flexibility
in responding to
different and changing
requirements, their
positive attitude to
find solutions, and
their understanding
and empathy for our
culture and approach.
Waitrose
“
As no two businesses are the
same, our feedback packages
are completely customisable.
ViewPoint is an end-to-end survey
and reporting platform which
flexes and grows with you.
Pick and mix options include:
• Self-serve
»» we provide training, give
exceptional customer service
and share best practice in real-
time customer research.
• Managed services
»» survey design
»» reporting dashboards
»» timed reports delivery
»» complex logistics
»» multi-site implementation
»» board level presentations
»» staff engagement
»» service improvement
action planning
»» customer sentiment analysis
»» service shortfall e-mail alerts
We are highly responsive to our
customers’ needs. So, whether

ViewPointP L A T F O R M
kiosk
mobile
tablet
online
paper
telephone
Multi-channel
customer feedback:
one reporting hub
you’re seeking periodic support
or something more constant, and
whether that’s on a grand-scale or
small, just talk with us.
All of your customer feedback - from
whatever source - is fed into a central
hub for total visibility and ease of
reporting. And customer satisfaction
reporting is where ViewPoint is in a
class of its own. See and share your
customer insight:
»» In the formats you want –
charts, graphs, RAG tables,
verbatim customer comments.
»» In the mediums you want
– secure online dashboards,
downloadable PDFs, Excel.
»» With the access you want – e.g.
head office views of all data,
regional and local teams view
only their customer feedback.
»» As often you want, when you
want it, 24/7.
Look at the big picture. Drill down
to micro level detail. View your
customer feedback from any angle.
Sliceit,diceit. Assemblesatisfaction
data from across different surveys.
Compare customer feedback across
services, locations and staff. For a
demonstration, contact us today.

5. We help our customers know their customers better
WINNER: IBM RSS Most Innovative Use of Technology Award
Our credentials
Our clients include:
We’ve been providing real-time
customer experience technologies
and services for over twelve years.
Our research expertise spans both
the private and public sectors and
we’re the choice of some of the
most respected names in the UK.
Waitrose, Renault, Oxford Aspire,
LG Arena, Manheim and Everyone
Active count among our clients. We
also work with some of the biggest
NHS trusts and universities in
England and have many partners in
Scotland and Wales too.
Our strategic alliances with the
Institute of Customer Service,
Ipsos MORI, Toshiba GCS and
independent research experts
mean we can offer you the best
advice, advanced touchscreen
technologies and share the latest
thinking in point-of-experience
customer engagement.
Our team includes customer
insight research specialists, world-
class software developers and
– above all - people who deliver
great customer care.
“CRT’s presentation
had the wow factor.
There was a sense of
everyone stopping and
catching their breath
as they absorbed
some very powerful
information.”
Manheim UK

6. We want to make things easy for
you, every step of the way. We’ll
listen, consult, guide you on best
practice and place your needs at
the heart of what we do.
Our passion is to equip companies
with the intelligence to increase
customer satisfaction, drive service
improvements and grow their
profitability. We can contribute
to your Customer Engagement
strategy and suggest new ideas.
And of course, it’s not just about
customer feedback; insight into the
minds of your browsers and non-
buyers can be equally valuable.
We have experience of
implementing our solutions across
hundreds of
organisations, and it all starts with
employee buy-in. Happy, engaged
staff mean happy, engaged
customers and we can help with
this vital area.
Customer service is in our DNA,
and we can put you in touch
with some of your peers so you
needn’t take our word for it.
And our interest in you won’t
stop once we have your order;
we’ll continue to build our
partnership with your people
to support your long-term
success.
We’ll work to ensure that
ViewPointrapidly
Our ethos and approach
CRT’s main strength
is the way they build
relationships with
their customers. It
means that when
we need support the
foundations are already
in place and the service
flows from there.
Tees, Esk and Wear Valleys
NHS Foundation Trust
“
delivers actionable insight and
shines a spotlight on the elements
of your business most in need of
attention – often not what you
expect them to be! Not only should
your customers quickly notice the
difference, your accountants and
stakeholders should too.
Our research experts can contribute
to every aspect of your Customer
Engagement programme, from the
right feedback channels for your
environment, through to long-
term, strategic action planning.
And if you opt for our managed
services, we’ll assign a dedicated
account manager who will be your
helper, partner and guide.
“We enjoy great relationships
with our customers and are
always looking at ways to
make things better and easier
for them. When you stop to
think about it, we actually
share their goals!”
Nicky Allen, CRT’s Customer
Operations Manager

7. We help our customers know their customers better
Let us guide you on your customer engagement
strategic planning and tactical implementation.
See the reality of your business through your
customers’ eyes and let their experiences inform
your direction and success. Measure the results
of change through continuous feedback.
Get your staff on board with the engagement
process - if they feel included they are more likely
to support it. Celebrate your accomplishments
with your people.
Let your customers know the difference their
feedback makes, which enhances engagement
and builds loyalty.
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Hello and welcome to CRT.
The Customer Experience is
intrinsic to success. So many
companies provide a distinctly
average service, and yet it’s not
too much of a stretch for those who
‘get it’ to shine. The right systems
need to be in place, supporting
the right people with the right
attitudes. Ultimately however,
culture underpins everything, and
it’s those at the top who shape it.
A real-time survey solution can be
enormously powerful in informing
change and improvement,
delivering a wealth of benefits
almost by default. We love working
with organisations who share our
enthusiasm for excellence and
innovation.
The continuous
improvement journey
Message from our CEO,
Simon Rowland
I would of course say that our
customer engagement solutions
and services are the best, but this
is borne out by the fact that some
of the most respected companies in
the UK choose to work with us.
So, whether you are an SME
looking for a feedback solution that
will grow with you, or a national
organisationseekingtoreviewyour
customer relationship strategy, we
would be delighted to hear from
you. You’ll be in good hands, and
we can enjoy the journey together.
Every success,
Talk with us about our customised workshops

8. CONNECT
KNOWLEDGE
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interactive
customer
engagement
foran
excitingand
intuitive
user-
experience
unparalleled,
trusted
customer
intelligence
deeper
insightwith
onscreen
keyboards
bespoke
customer
satisfaction
dashboards
and
unlimited
reports
growth
through
increased
efficiencies
andbetter
services
information
screens
within
surveys
meaningful,
customer
satisfaction
datainthe
formatsyou
want
stop
problems
intheir
trackswith
ViewPoint
LiveAlerts
customer
satisfaction
andloyalty
8outof
10CRT
customers
say
ViewPoint
improves
their
reputation
give morede-
mographics
a voice with
easyread
andmulti-
language
surveys
sophisticated
customer
comment
analysis
capture
feedback in
fastmoving
environ-
mentswith
smiley face
surveys
your
customers
matterwith
accessible,
easyfeedback
andinteract
withyour
customers
02476 608 830info@crtviewpoint.com www.crtviewpoint.com
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