Customer satisfaction drives company profitability, market share, and share of wallet. What’s more, it leads to company loyalty, which leads to even more profitability, market share, and share of wallet.
But since customer satisfaction isn’t something any company should take for granted, Ingersoll Rand has been a firm believer in taking accurate measure of this all-important business tool. That’s where the Two Rivers Marketing Customer Satisfaction Process came into play.
This exclusive customer-service application is a customizable software package that gave Ingersoll Rand the ability to collect information from a wide variety of audiences. We not only developed the software, we continue to provide the expertise required to gather and interpret the customer-satisfaction data.
By gauging customer satisfaction immediately — shortly after the sale or service — Ingersoll Rand has the information needed to stop potential problems from spreading to other customers.
Our program asks three core questions:
- What is your overall satisfaction with this company?
- Are you likely to buy from this company again?
- Would you recommend this company to a colleague?
From there the questions become more specific, asking the customer about the quality of the product, the usefulness of its features, the speed of delivery, the courtesy of the sales staff, and more. Any less-than-satisfactory answer is flagged and triggers an e-mail alert to the customer response team. The program will then continue to track the issue and remind the team until the issue is resolved and the customer satisfied.