Learn from your clients and staff.

Client surveys

Grow together with your clients’ satisfaction.

The regular collection of client feedback is a central strategic mechanism, and a key to your company’s long-term success. Only clients at top satisfaction levels are willing to recommend your company to friends and colleagues (Net Promoter Score, NPS) and do more business with you. If clients are only moderately satisfied (or even dissatisfied), they will make no contribution to your long-term success.

We have many clients who rely on our expertise for the measurement of client satisfaction and loyalty: since 2006 we have conducted more than 100 individual studies of over 500,000 end clients, gathering feedback in around 50 countries and more than 12 languages. We constantly refine our methodology, optimize our analyses and reports, and focus surveys more sharply on measurable business benefits (lead generation). We are among the leading providers of client surveys in the finance sector in all business fields, in Switzerland and throughout the world.

We offer:

• flexible studies for every sector (online, by mail, telephone, face-to-face)
• client identification and alerts (instant feedback) create opportunities for campaigns, both immediate and delayed
• strength/weakness profiles at all organizational levels (e.g. advisors, teams, departments, regions)
• clear priorities for measures to increase client satisfaction, loyalty, and business growth
• effective methods for the protection of client data and the automatic collection of high-quality data (scanning).

Client Experience Check

The lean, efficient measurement of your clients’ satisfaction.

You need to get a regular overview of your clients’ satisfaction, but you don’t want to put them through tedious surveys – and/or you’re concerned for your budget. This is the purpose for which we concentrated our client research experience in the Client Experience Check: a lean, cost-efficient tool for the periodic measurement of client satisfaction in the form of a «health check»:

• standardized online survey for up to 10,000 target clients
• concise questionnaire with 14-18 questions (taking around 4 minutes to complete)
• high explanatory power (60-80% of client satisfaction statistically explained)
• shows you the relevant client satisfaction drivers
• includes a contact list with all identified clients, including their opportunities/threats
• can be conducted cost-efficiently from CHF 9,000
• can be flexibly extended with additional modules if required.

Event-driven feedback

Event-driven feedback – pick up your clients and prospects at the touchpoint.

Check the satisfaction of your clients and prospects when they are in contact with your company, i.e. directly at touchpoints or shortly after interaction has taken place. Proximity in time makes the process more relevant to respondents, giving you a direct picture of the interaction unaffected by downstream factors.

The following are examples of events suitable for a prompt, focused measurement of client satisfaction:

• advisory and sales meetings, product acquisition
• services delivered, instructions executed
• visits to events and exhibitions
• supplying information, dealing with complaints
• initiating a relationship, changing advisors, termination.

In some sectors (e.g. telecommunications, online shops, insurers) event-based measurement is now part of the standard repertoire. It is often conducted within existing IT solutions (e.g. CRM systems) or with specialist software. If such opportunities do not (yet) exist within your company, we can help: we use standard MS Office products (with no additional software) to create event-based feedback systems in line with your requirements, whether for pilot projects or for permanent operations.

Staff surveys

Satisfied, well-motivated staff are the basis of your success.

If your company is to make progress and be fit to face new challenges, you must critically reflect on your internal processes, your corporate culture and your senior executives. And who is better able to assess these criteria than your own staff, the internal experts?

As your external partner we guarantee your staff the anonymity they need in order to give you their opinions openly and honestly. We put the right questions on the subjects that are important to the satisfaction and motivation of your staff. The structure of our surveys, analyses and reports is such that you will not only understand the bigger picture but will also be able to take effective action at every organizational level.

We offer:

• proven, flexibly adjustable studies for every sector
• strength/weakness profiles at all organizational levels (e.g. teams, departments, divisions, regions)
• clear priorities for measures to increase staff satisfaction, loyalty and motivation
• effective methods to protect the anonymity of your staff.