Case Studies

Surveys
If you make an effort to remedy customers' complaints, 82 to 95 percent of them will stay with you.

Case Studies

Let CustomerCount go to work for you!

Find out how some of our clients have applied the flexibility and countless features that CustomerCount provides.
CustomerCount works. It’s helped them to realize significant improvements in such areas as customer service, product quality and sales performance.

Net Promoter Score

Breckenridge Grand Vacations (“BGV”) serves as the developer, owner and operator of three timeshare resorts located in the Breckenridge, Colorado area. They are recognized as one of the most successful independent developers in the industry.

BGV selected CustomerCount to help them establish and monitor their “net promoter” score. This score allows BGV to categorize customers into three groups based on their willingness to recommend their company or product to a friend or colleague:

  • Promoters (score 9 – 10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
  • Passives (score 7 – 8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0 – 6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Kaira Adam, Executive Assistant at BGV says, “CustomerCount developed the online feedback system with a thorough knowledge of timesharing and its various components. We can follow up post timeshare stays and tours to zone in on positives and negatives that allow us to make the sales experience better and create great vacations for our guests.”

Sales Experience

Contact Experience

The lowest-ranking employee can lose more customers than can be gained by the highest-ranking employee

Call Center Service

Toastmasters International is a world leader in communication and leadership development. It’s membership is 292,000 strong. These members improve their speaking and leadership skills by attending one of the 14,350 clubs in 122 countries that make up its global network of meeting locations.

Darci Maenpa, Member Support Director says “the call center subject matter expertise at CustomerCount weighed very heavily on our decision to use the online enterprise management feedback system. We are also very pleased with the after sales service. Most companies state the high level of service, the team at CustomerCount delivers it on a regular basis”.

Case Study – Enhancing Contact Center Service Experience

Effectively measuring your success as a contact center is reliant upon the ability to
capture actionable, customer sourced feedback. The CustomerCount on line survey
system is a proven solution to provide just this type of feedback – timely, specific and
useful.

CustomerCount’s contact center clients have gathered input from over 10,000,000
customers about their experiences when interacting with service personnel over the past
two years. Using a seven-point scale, contact center professionals’ performance in the
following five areas was measured.

  • Courtesy and Attitude
  • Communication Effectiveness
  • Knowledge
  • Ability to Answer Questions
  • Ability to Resolve Concerns

We invite you to scroll through the below charts to see the performance improvement our
clients experienced as a whole in each area when they acted upon the quality, relevant
customer feedback provided through CustomerCount. Within just a few short months,
performance scores in all five areas improved.

Click here to see other case studies illustrating how CustomerCount can assist you in
delivering top notch performance – performance that will help you generate revenues,
decrease expense and maintain that competitive edge!

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Product Development Resource Targeting

Seeking to better target product development efforts, a Fortune 500 global company uses CustomerCount to survey customers about perceptions of current and proposed product and service features. One such survey was deployed to over 100,000 customers who reside across North America and Europe.

Because target respondents resided across two continents, the ability of the CustomerCount system to generate surveys in 40+ languages was key to this company’s decision to deploy CustomerCount. In this instance, surveys were generated in six different languages to ensure effective communication and maximize survey response rates.

Product Experience

Customer Satisfaction

While CustomerCount is designed to provide continuous customer feedback, from time to time we are asked to design and conduct “one off” surveys. In one such case, the American Resort Development Association (ARDA) requested our assistance in designing a survey to gather direct feedback from its members that enabled ARDA to effectively update membership data base information. ARDA is a global trade association with a membership representing over 900 member companies.

The survey results facilitated ARDA’s efforts to streamline communications with members and maintain a much more up to date database of key membership information. Updated membership information supported ARDA’s efforts to enhance association revenues through cost effective marketing and sales efforts designed to increase membership and non-dues revenues as well as grow attendance at association hosted events.

In addition, the ARDA International Foundation (AIF) has deployed surveys to the member base to establish benchmark data for future initiatives and research.