Csat Wdna

Evolution of the Customer Experience: MShop & CSAT WDNA Oliver , Sales Team

[object Object],[object Object],[object Object],[object Object],Objectives For Today Fido, Always by your side

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Why Focus on Customer Experience Fido, Always by your side

How does MShop and CSAT improve the Customer Experience? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Fido, Always by your side

A strong retail experience paves the way for strong overall satisfaction with service provider. Sales staff, is by far the number one driver of satisfaction in the retail environment Source: JD Power, 2006 How to improve the experience: Action & Insights Fido, Always by your side Sales Staff 40% Prices and Promotions 24% Facility 18% Product Display/ Materials 18% 25 Accessibility of demo phones 26 Availability of product/service info 26 Clarity of displays/product info 23 Ease of using interactive displays % Product Display/Materials 25 Full range of mobile phones/accessories 18 Internal/external appearance/atmosphere 18 Convenience of store hours 17 Convenience of store location 21 Size/layout of store % Facility 12 Allowed enough time to make decisions 13 Length of time to complete paper work 14 Sales person concern for your needs 13 Sales person knowledge of phones 23 Sales person courtesy/friendliness 15 Promptness in assisting 11 Sales person knowledge of service plans % Sales Staff 31 Rebates on mobile phones/accessories 31 Rebates on service plans 37 Price/product incentives % Prices and Promotions

Fido, Always by your side How to improve the experience: Action & Insights ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],CSAT Insights provided by customers:

Fido, Always by your side How to improve the experience: Action & Insights ,[object Object],[object Object],[object Object],[object Object],[object Object],How best can I prepare to succeed:

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Fido, Always by your side CSAT Questionnaire

Thanks ,[object Object],Contact us : 220 & 363 Yonge St., Toronto ,ON Tel/Fax: 416-598-4843 / 416-598-5655 Or visit us at www.wireless-dna.com

Csat Wdna

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