Case Studies
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Case Study: National Retailer Leverages Customer Feedback as a Strategic Asset
Case Study: Unilever Transforms its Global Training Program
Case Study: Benchmarking customer satisfaction and loyalty for an association of companies
National Retailer Leverages Customer Feedback as a Strategic Asset
The Challenge
With more than 1,000 stores located throughout the United States, this large national retailer is highly regarded for value delivery and impeccable customer care. In order to maintain its high customer satisfaction and loyalty levels, the retailer needed to find a way to better understand its customers' needs. Providing customers an opportunity to give feedback on their shopping experience was a critical element of the process, but the real challenge was being able to accurately collect this data and access and analyze the feedback to enable store managers, who are held accountable for their store's customer service score, to make necessary changes to improve their ratings.
The PeriscopeIQ Solution
This national retailer approached PeriscopeIQ to build a sophisticated, web-based, customer experience measurement system in just two months. PeriscopeIQ delivered the system before the deadline and it was tested and live in just days. With the PeriscopeIQ solution, customers receive a receipt at check out asking them to complete an online survey, which is managed completely by PeriscopeIQ. The survey results are continually computed and, each week, customized reports are made available to nearly every level of the retailer's organization, from store managers to the CEO. To date, the system has handled more than 1.5 million responses.
The Value
Since PeriscopeIQ implemented its customer satisfaction system, the retailer has seen dramatic improvements in its customer satisfaction scores. Tracking the customer service metric generated by the system, customer service improved an average of 8.5% in the most recent year - a significant improvement given that the retailer's customer service scores were already among the best in the industry at the start of the project. Operationally, PeriscopeIQ's customer service survey and results have become engrained in the retailer's culture and day-to-day operations as the company continues to focus on improving the customer experience.
Unilever Transforms its Global Training Program
The Challenge:
With more than 400 brands spanning 14 categories of home, personal care and food products, the Unilever sales force has a wide area to cover. This multinational consumer company runs an internal global training center to provide training in a wide variety of key skills and competencies, for its sales force. However, Unilever did not have a system to actively identify gaps between an employee's skills and the required skills for their position, thus making it difficult for Unilever to allocate resources efficiently and effectively.
The PeriscopeIQ Solution
PeriscopeIQ worked closely with the company to develop a Skills Optimization System that leveraged PeriscopeIQ's 180-degree feedback system and powerful analytical engine. In less than two months, the system was fully operational. Individuals are now able to assess their own skills and the system identifies skill gaps and recommends courses available to address those gaps. Supervisors can also assess their team members and the system reports on discrepancies between their perceptions and the individual's self assessment. At the management level, the PeriscopeIQ Skills Optimization System includes an executive reporting system for managers, senior executives and the training director that provides aggregated intelligence by manager, department, position, key skills and even down to the individual level.
The Value
For the first time, the company is able to develop a profile of skills needs and gaps across multiple groups, departments, positions and individuals. This ability has transformed the way executives manage training and development and allowed individuals to take ownership of their own professional development in a targeted, efficient way.
MCAA Benchmarks Customer Satisfaction and Loyalty for its Member Companies
The Challenge:
The Measurement, Control and Automation Association (MCAA) is a large industry association of manufacturers and distributors with more than 100 member companies ranging from leading multi-national companies to niche-oriented providers. To better understand the business environment and challenges facing its members, MCAA needed industry benchmarks for customer satisfaction and loyalty, and detailed customer satisfaction studies for individual member companies..
The PeriscopeIQ Solution
Based on substantial research, PeriscopeIQ developed multiple surveys to meet the needs of the association's varied member companies, including manufacturers selling direct to end users and manufacturers selling through channel partners and distributors. While MCAA offers the survey to its member companies, PeriscopeIQ deploys and manages every aspect of the solution, including delivering the annual reports to each participating company. The reports include both that member company's customer satisfaction results as well as industry benchmarks from all participating companies.
The Value
By offering PeriscopeIQ's solution to its members, MCAA is able to enhance its own value proposition. Additionally, participating member companies are able to use the data each year to identify strengths and weakness, benchmark themselves against the industry and set operational plans for future success. With PeriscopeIQ's sophisticated, online assessment platform, MCAA is able to provide a turnkey tool to its members and both the association and its members can gain valuable insight into the market.
