TCE Surveys

TCE (Total Customer Experience) Surveys

A first-hand relationship with the market and its clients is a manager's best tool for focusing his activities and eliminating risks. We are experts in implementing large scale internet based surveys while matching the specific needs of an organization.

Total Customer Experience programs are a year round cycle process including event driven surveys ,ad hoc surveys, focus groups and co creation. The corner stone of the cycle is the Annual Customer Satisfaction Survey (ACSS). This important process must be managed correctly to insure we get good points from our customers form just running the survey (and not annoy them) and to get insights that can really help your company.

Here are a few important points out of the many issues that need to be addressed during the planning stage : •The survey should cover all touch points the customer encounter during the customer life cycle.
•The survey should be addressed to types of customers such as Direct customers, Indirect customers and the company’s partners and distributers.
•Special attention must be given to the difference between Key Accounts or Strategic customers and Core customers. This should be reflected in the questionnaires.
•Understand who is your target audience and determine if this audience is able to answer the questions you are presenting in the questionnaire. See more tips and pointers on Q&A.

The annual survey is a tool that provides two primary benefits:
1) Exposing customer preferences, opinions and complaints
2) Triggering organizational goals and initiatives for the upcoming year and setting targets and action items for improvement.

An effective use of satisfaction survey results enables the organization to properly manage data, and focus efforts in acquiring new customers, reducing costs and reducing customer churn.

We are experts in methods for conducting qualitative and quantitative research.
The proper combination and integration of these tools is an ability we have perfected over time. This ability produces insights that will help you understand the market and enable the design of an effective marketing strategy that is adaptable to the changing environment.

A partial list of our customers that have implemented a successful customer satisfaction survey: hp (since 1998), Objet (since 2007), Eden springs (since 2003), Verint (since 2004), FIBI (since 2006), ECI (since 2007), Knesset Israel (since 2007), Ministry of transportation (Since 2008), Starhome (since 2007), Human Eyes (since 2008), GNS (since 2008), synerion (since 2006), Lumines (since 2008)…

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