Customer Satisfaction Insights Revealed by Infogroup

Infogroup, the leading provider of data driven and interactive resources for targeted sales, marketing and research solutions today released findings presented at the 9th ORC International Customer Experience Conference, which focused on using customer research to drive business forward.

Customer experience experts in both the public and private sectors presented their views on how the results of customer satisfaction surveys should be used to drive forward changes in their business.

For Francesca Rea, Director of Order Entry and Billing for Cable&Wireless Worldwide, an increasing awareness of the two-way relationship between employment satisfaction and customer satisfaction means that it is no longer enough to merely keep the customers satisfied. Keeping staff up to date with customer research is also critical.

Francesca said:

"It is important that we provide feedback to our people, to let them know what customers are saying and what we are doing to improve things. We need to celebrate the great testimonials we receive, but also acknowledge and take action on the things that aren¹t at the levels they should be and bring our staff along on this vital journey."

Using webinars and cascaded articles, Cable & Wireless involve staff in the process of customer research and feedback, and additional research is being undertaken at the company to track the success of this approach.

Clarity of communications was also a key component of the Customer Impact programme, set up by the Association of British Insurers. Following a customer impact survey, a customer communications working group was set up to design fresh approaches to communications.

Peter Jolly, Assistant Director, Consumers and Distribution for the ABI explained:

"We needed to design an approach that would offer customers information they were capable of understanding. The information we offer must enable customers to understand what they can expect from their policies, shop around if they want to and to make the right decisions by knowing the consequences of their choices."

Keith Wellings, Head of Customer Improvements at the Rural Payments Agency, also spoke at the conference, outlining how the Agency uses insight from customer satisfactions surveys to deliver improvements to services to farmers in England.

About ORC International

ORC International, an Infogroup company, is a leading global market research firm with offices across the U.S., Europe and Asia Pacific region. ORC International offers the unique ability to integrate primary and secondary research, competitive intelligence and expert insight to address the business challenges of its clients worldwide. The company has been a partner of CNN on the CNN/Opinion Research Corporation poll since 2006. Info: http://www.orc.co.uk.

About Infogroup

Infogroup is the leading provider of data and interactive resources that enable targeted sales, effective marketing and insightful research
solutions. Our information powers innovative tools and insight for businesses to efficiently reach current and future customers through
multiple channels, including the world's most powerful Internet search engines and GPS navigation systems. Infogroup's headquarters are located at 5711 South 86th Circle, Omaha, NE 68127. Info: Tel. (402) 593-4500 or http://www.infogroup.com.
 

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