1. CustomerSat is an enterprise feedback management tool that allows companies to collect customer feedback in real time, take immediate action on issues, and improve the customer experience. 2. In a case study, Honeywell used CustomerSat to identify and fix customer satisfaction issues, saving the company millions and reducing cancellations by 40% within 6 months. 3. CustomerSat can gather feedback from customers, partners, employees and more, provide analytics and reporting, and route issues to the appropriate teams to take action.

1. CustomerSat™10
Enterprise Feedback Manager
Don’t Just Listen. Act.
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2. Traditional approaches to manage
customer satisfaction are of limited value
Why?
Too slow: The cycle time between identifying an individual customer
issue or concern and acting on it using conventional survey methods is too
long…which leaves your back door
wide open for your competitors
Collecting
Too generic: aggregated feedback makes feedback is
it impossible to solve individual issues not enough…
Too little: Only a part of your customer
population continues to take the trouble to
give feedback
and most importantly… …you need to act on it too!
Source: eVergance October 2008
Which is why you need a process to turn real time feedback into actions!
Potential Benefits:
• Save at risk customers and their recurring revenue Kudos Employee Reinforce
Positive
customer
• Gain visibility into competitive strengths and weaknesses Alerts Recognition
& Reward centric
behaviours
• Pinpoint & promptly address critical service & product quality issues
• Identify key drivers in satisfaction to keep customers for life Improved
Customer
• Generate new revenue by uncovering leads from customers & partners Experience
• Leverage advocates to drive references, case studies and sales
• Share insights across the organization and reduce silos of feedback
negative Action Service
• Better recognize, reward and coach teams and individuals Alerts Recovery
Resolve
customer
issues exceed
customer
expectations
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3. Actionable: ROI Exceeds 100% per Year
Honeywell retained millions of dollars
by identifying & fixing satisfaction issues
After 6 Months…
2,000 Customers
Surveys
Pilot Control
Pilot Control Action Group Group
Mgmt
Group Group 40% fewer No
cancellations Change
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4. CustomerSat in a nutshell
CRM Connect 180 Market Sample,
Design Survey 3 On Demand Uploads via True Sample
1 Design, Setup & Program
Sampling
Customer Sample
2 Upload Variables
Quota Management
4 Invitation
Mailer Services
5 Response
Bounce Management
6
Feedback Analytics
7
Action Management
8 Manage Detractors
Convert Neutrals to Promoters
Convert Promoters to Advocates
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5. Leverage the Most Comprehensive Offering
> Complete end-to-end solutions from a single vendor
Easily Import
Cross-Survey Roll-Up
Sample Management
Deployment Options
Integration Options
Import Contacts
Analytics & Reporting
Customer Partner Support Win-Loss Employee
Experience Experience Transactions Intelligence Experience
Action Management
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6. Gather Feedback From Any Experience
> From Customer to Employee…
> Gather relationship or transactional feedback
> Analyze & Report on results
> Study linkages across multiple surveys
Cross-Survey Roll-Up
Analytics & Reporting
Customer Partner Support Win-Loss Employee
Experience Experience Transactions Intelligence Experience
Action Management
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7. Act on Feedback Across All Departments
> Route feedback to the right hands…
> Send complaints to supervisors
> Reward employees who received kudos
> Forward references and sales leads
Cross-Survey Roll-Up
Analytics & Reporting
Customer Partner Support Win-Loss Employee
Experience Experience Transactions Intelligence Experience
Action Management
Resolve Kudos &
Issues Leads
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8. Combine EFM Data with Scorecards & Portals
> Merge your CustomerSat data with corporate data
> Consolidate satisfaction & operational data to drive
informed business decisions
Balanced Scorecard
Finance
Integration Options
CSAT
Support
Transactions CRM
HR
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9. Dashboards& Analytics: We Deliver Insights
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10. Prioritise Actions with Driver Charts
> Improve/leverage the things that are important
Vulnerable… Strategic Advantage…
Top priority to improve Leverage and grow
Importance
Weak.. Helpful...
but less critical but doesn’t
to customers drive renewals
A MarketTools company.
Satisfaction
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11. Drive Correct Behaviors: Positioning Charts
> Segment analysis shows strengths & weaknesses
Hostages Loyalists
Defectors Mercenaries
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12. Action Management – Acting on Insight
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13. Surveys Trigger Immediate Alerts
1. Low Score Received..
2. Alert Sent via Email
3. Instant Access to Survey
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14. Keep Track of Actions
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15. About MarketTools & CustomerSat
Founded December 1997 (Acquired CustomerSat in April, 2008)
Employees 600+ Worldwide
Global Corporations, Market Research Firms, Small and Medium-
Broad Client Base
Sized Businesses and Individuals
We Work with the
Biggest Brands
in B2B & B2C
Best-in-class Technology Platforms for MR and EFM
Solutions Quality-Assured Global Panels & Communities
Research Expertise & Innovation
Revenue >~$100 Million in 2008
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16. For more information or
to discuss your own situation please contact me:
JeremyC@Markettools.com
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