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Measuring and managing <br />customer satisfaction<br />with<br />®<br />Simeon Kostov<br />co-founder and CEO<br />
Reasons for measuring customer satisfaction<br />Data warehousing<br />Correlation with profits<br />Correlation with cust...
Sharing information about positive vs. negative experiences <br />
Challenges in measuring customer satisfaction<br />Low response rate<br />Bad respondents<br />Data processing costs<br />...
Our solution<br />1) Simple and intuitive<br />
2) At the point of experience<br />3) In the right moment<br />
4) Data available in real time<br />
CEMKO’s advantages over traditional feedback collection methods<br />Spontaneous customer<br />reaction<br />Customer <br ...
Comparison between response rates<br />
Value for management/decision makers<br />Performance<br />appraisal<br />Anomaly<br />detection<br />Benchmarking<br />St...
Potential applications are all around us<br />Banking & insurance<br />Public administration<br />Hotels<br />Fast food<br...
®<br />Visit us: www.semco.bg<br />Contact us: office@semco.bg<br />Follow us: semco<br />Like us: semco<br />
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CEMKO - product presentation

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CEMKO - product presentation

  1. 1. Measuring and managing <br />customer satisfaction<br />with<br />®<br />Simeon Kostov<br />co-founder and CEO<br />
  2. 2. Reasons for measuring customer satisfaction<br />Data warehousing<br />Correlation with profits<br />Correlation with customer retention rate<br />Legislation<br />Industry standards <br />ex. ISO 9001<br />Decision<br />support<br />
  3. 3. Sharing information about positive vs. negative experiences <br />
  4. 4. Challenges in measuring customer satisfaction<br />Low response rate<br />Bad respondents<br />Data processing costs<br /> Timeliness<br />Data collection costs<br />
  5. 5. Our solution<br />1) Simple and intuitive<br />
  6. 6. 2) At the point of experience<br />3) In the right moment<br />
  7. 7. 4) Data available in real time<br />
  8. 8. CEMKO’s advantages over traditional feedback collection methods<br />Spontaneous customer<br />reaction<br />Customer <br />Experience<br />Lower TCO<br />Unsolicited <br />feedback<br />Continuous<br />feedback <br />data flow<br />Intuitive<br />Higher response rate<br />
  9. 9. Comparison between response rates<br />
  10. 10. Value for management/decision makers<br />Performance<br />appraisal<br />Anomaly<br />detection<br />Benchmarking<br />Statistic process control(SPS)<br />…and all this in <br />Real Time<br />
  11. 11. Potential applications are all around us<br />Banking & insurance<br />Public administration<br />Hotels<br />Fast food<br />Retail<br />Bars & restaurants<br />Theaters & entertainment<br />Museums & galleries<br />Conferences & seminars<br />
  12. 12. ®<br />Visit us: www.semco.bg<br />Contact us: office@semco.bg<br />Follow us: semco<br />Like us: semco<br />

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