Wireless
Customer Understanding Research
Get Data-Driven, Actionable Insights From Your Customer Touchpoints
Turn Customer Experiences Into Action - Improve Revenues & Reduce Operating Costs
In price-competitive markets, superior service from your field technicians, call center representatives and other customer touchpoints can be a key to customer loyalty and competitive differentiation.
OnProcess Research and Analytics help you gain better visibility into your customer’s experience as well as into the costs and performance of your supply chain, channels, service organizations, and new products. These insights can help you improve customer retention, product awareness, and product utilization — all leading to increased profitability.
Our process is based on professional expertise and proven methodology in client management. Phone-based, web-based, on-demand and in-depth interviews can be conducted in six languages.
Benefits
Through our focused, process management methodology and diverse outreach capabilities, OnProcess can help you:
- Gain unprecedented understanding of your service provision
- Differentiate from competitors based on service quality
- Focus investment on those areas of your customer service that will provide the most impact
- Identify potential customer issues earlier in the returns cycle, before they become major problems
Included in our enhanced Research and Analytics offerings are:
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Customized research to meet your business objectives, ranging from quick on-demand diagnostic surveys to multi-year studies |
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Peer-group analysis of service performance |
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Customer experience management best practices and metrics |
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Tracking studies to assess policy adherence of your logistics providers, channel members and service organizations |
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Customer life cycle management analysis and reporting |
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Customer satisfaction, loyalty and retention research and reporting |
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Scorecards for channel members, logistics providers, and service organizations |
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Analytics that capture measurable improvements in your programs and policies compared to a control group |
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Proven methodology that includes phone-based structured interviews, web-based surveys, and in-depth interviews — all using in-house resources |
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Segmentation studies to support your strategic objectives for the acquisition of new customers, as well as increased customer activations, upgrades, and retention |
Our product includes a customized executive report, with charts, business commentary and recommendations. The end results are insights that you can act on to maximize the efficiency of your processes and to meet your goals for measurable, sustainable competitive advantage.
