Surveys
Whyze customer surveys fill four needs that management teams have when innovating
and managing the consistent delivery of customer experiences.
These teams need to know,
- Where the most economical opportunities to improve the customer experience are
- Which innovative ideas to implement
- What to monitor to assure that intended experiences are delivered consistently
- How to refine the customer experience according the shifting priorities of the customer
Customer Experience Opportunity Survey
These surveys prioritize opportunities in your customer lifecycle to improve the customer experience. For example, opportunities to improve customer experiences could exist when customers
- Become aware of your company
- Experience your company’s sales process
- Contract with your company
- Receive products from your company
- Use your products or services
- Pay for your company’s products and services
- Attempt to resolve a customer service problem
- Receive customer communications from your company
- Experience channel intermediaries or supply chain partners with whom you do business
We typically administer these surveys after enabling innovation teams to evaluate the quality of their company’s customer experience knowledge during a Management Beliefs Audit (TM). Your team will develop conviction about where opportunities exist to dramatically improve customers’ experiences, thus inducing more loyalty, referrals and purchase.
Persona Profiling Survey
“I want to understand how my customers think, not just what they think,” our forward-thinking clients tell us. Our persona tools have emerged as extremely useful in helping innovation teams anticipate how customers will respond to new experiences.
Personae are based on customer mental models and schema. Understanding your customer’s mental models is essential to anticipating how customers will react to new experiences you design. Customers’ mental models are often different from those of company managers. This can result in companies creating customer experiences that don’t resonate with customers.
Mental models are based on schema, which explain how different customers receive and process information. Customers who use similar schema are personified in persona descriptions.
Customer Experience Concept Testing Survey
These surveys provide customer feedback on simulated or piloted improvements to the customer experience. This is a pre-rollout, experimental process where your organization can test and refine alternatives. We have helped many clients develop alternative customer experience concepts.
Customer Experience Management Survey
Among the greatest opportunities to continually improve customer experiences come from your organization’s experiences. Customer experience management surveys tell you how well your organization is delivering its intended customer experience. Most clients use multiple measurements at various points in the customer experience.