CX PACKAGED SOLUTIONS
CX Kick-Start Package
For businesses that have yet to start formally collecting voice-of-the-customer, HorizonCX offers a packaged solution aimed at delivering impartially obtained key customer insights you may never be able to discern in any other or informal manner. Knowing what your customers are thinking and feeling and saying daily about you helps you to improve on the processes and services you deliver and forms the foundation of this packaged solution. Included within this package is the following.
- A quick 5-question high-impact relationship survey requiring only minutes to complete
- Survey deployment for up to 500 customers
- Highly focused feedback: Likelihood to recommend and why, strength of the relationship between your customers and their key account manager, comparisons between your company and your competition, and why customers choose you and remain with your organization.
- Post-survey analysis
- A written formal 5-page comprehensive report of findings and insights
- One-hour presentation and review of results, recommendations, and next actions
ISO 9001 Customer Satisfaction Package
To comply with ISO 9001 requirements, [Clauses 5.1.2, 8.2.1.c, 9.1.2, 9.1.3.b and 9.3.2c1] businesses must continually gather customer satisfaction feedback in a manner capable of being analyzed and evaluated to determine how well they performed them. HorizonCX offers you a packaged solution to comply with these requirements within our CX packaged solution, the ISO 9001 Customer Satisfaction Package. Included within this package is the following.
- 15-question relationship survey consisting of 10 pre-defined standard questions plus five elective questions
- Bi-annual survey deployment for up to 2,000 clients
- Post-survey analysis
- Formal written report of findings and insights
- One-hour consultation to review findings, make recommendations, and develop next actions
Key Client Relationship Package
Key clients are essential to many businesses and therefore understanding your key customer’s intent to remain a customer, do additional business, or leave can be critical. HorizonCX offers you a packaged solution to help you better understand the status of key client relationships that are so critical to business continuity. Included within this package is the following.
- 25-question relationship survey consisting of 20 pre-defined standard questions plus five elective questions
- Metrics include OSAT, NPS, Secure Customer Index (SCI)
- Temkin Loyalty Index is also included for benchmarking purposes
- Bi-annual survey deployment for up to 200 of your key clients with pre-survey announcements
- Post-survey analysis
- Formal written report of findings and insights
- One-hour consultation to review findings, make recommendations, and develop next actions