CDM Direct were able to offer an experienced team that are experts in conducting customer research, allowing the client’s staff to get back down to business.
The client was conducting over 2,000 surveys per month to measure their levels of customer service, but by using their own staff to complete them, they were finding that they were distracting them from income generating activities. Additionally, they were finding that many surveys were not being fully completed.
These surveys were crucial for measuring customer sentiment, but the management time devoted to the process and limited resources meant KPIs were not being met
The client knew they needed to make a change and outsource their surveys so they could get the information they needed to meet the quality demanded by their clients. CDM Direct were able to offer an experienced team of surveyors to provide valuable insight into customer sentiment, whilst returning other staff to income generating activities.
From the date CDM took over, the survey completion rate per hour jumped by over 100%.
This gave them double the feedback they needed to make key business decisions, improved customer satisfaction and meant more management time was spent on other revenue generating activity.
The client now uses CDM year round to manage and complete surveys across 3 of its brands, and has expanded the project to include its UK branches with CDMs 24/7 capabilities.