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British Gas Nationwide |
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| Measuring the ROI of satisfaction It seems sensible to assume that investing in customer satisfaction will result in greater financial return, but it can be difficult to prove. As part of our programme of client focused innovation, we have developed ROCket, a modelling tool that measures the financial return on programmes designed to improve service and customer experience. ROCket works by combining customer satisfaction data from research with behavioural information, using our STARS tool. Over time, the behaviour of survey respondents is tracked to enable the model to calculate the business impact of increased satisfaction. Fusing research and existing information Knowledge of customer or supporter behaviour stored in marketing databases can often be difficult to link with knowledge about opinions and motivations gained from research. We have developed our own system to help our clients merge information from both sources, without breaching the ethical code of the Market Research Society. By fusing internal data and research information, Tangible:Data STARS allows us to create models that can be loaded onto your database, ready to predict behaviour and increase your understanding of why your customers or supporters behave as they do. Tel: 01242 258700 or email:enquiries@tangibledata.co.uk |
Our Approach
Data Enhancement
Segmentation & Profiling
Predictive Modelling & Targeting
Research & Online Surveys
Training & Workshops
Tools
