Customer and Employee Surveys

Customer and employee surveys form the basic building blocks of your CEM strategy. Gathering responses, analyzing the information and reporting on the results are all part of Omega's vast expertise.

Omega offers three types of customer surveys: Transaction surveys, Relationship surveys and Key Account interviews. For employees, Omega's Employee Satisfaction and Retention (ESR) surveys provide a comprehensive view of employee satisfaction within your organization, including specific aspects of employee performance, attitude, job satisfaction and loyalty. Any of the surveys can be conducted via the Web, telephone, email, surface mail and face-to-face, or any combination of these tools. Omega can help you select the right survey type and data collection tool to meet your needs.

Customer Surveys

• Transaction Surveys focus on following up on a recent transaction or service event. Typical events include closed cases for technical support, field service or customer service calls, new product installations and training. Since this report type is incident specific, it can capture and report on information relative to service quality of the customer experience in selected, individual areas of your company's service delivery chain. The primary contact for this survey is the end-user.


• Relationship Surveys typically focus on your key customers by following up on their recent experiences with the various facets and touch points of your organization; e.g., product, service, company perception, customer loyalty. This survey is the primary tool for communicating with your customers regarding the level of service provided by your organization. In addition to measuring customer satisfaction, this survey can be used to obtain information on other service delivery issues. It also discerns how your customer needs differ from one "type" group to another and may provide an insight into new sales opportunities. The typical contacts for this survey include end-users, middle management and high-level decision makers.


• Key Account Interviews are focused on increasing customer retention with a special emphasis on key accounts. This methodology identifies those issues that help determine your customers' loyalty strengths versus vulnerability to your organization's products and services. Key Account Interviews uncover issues of cultural, knowledge and process barriers that can prevent you from becoming a customer-centric organization

A review of your key accounts will reveal that all customers are not created equal each customer has a unique set of needs to satisfy their business requirements. Identifying customers' critical issues is vital to retention and loyalty. The right strategy can ensure that your key accounts are receiving the service they deserve in conjunction with delivering total customer satisfaction.

Omega will help you develop service offerings to fit key account needs based on interviews with key contacts and decision makers. Our CEM professionals will analyze both quantitative and qualitative measurements to determine the quality of customer services provided. In addition, by correlating results in context with your current service offerings, Omega will help you determine the need for additional service offerings. What's more, analyzing customer intelligence data can help you identify key customers' concerns so you can develop a plan to resolve those issues.

As a result of the interviews and analysis of the data, your organization is able to turn customer metrics information into effective management action. Omega can assist your organization in identifying competitive advantages and deficiencies, and then help you prioritize and target opportunities to enhance customer retention. The typical contacts for this interview include senior-level executives, decision makers and key recommenders for purchasing your products and services.

Employee Surveys

Employee Satisfaction and Retention (ESR) surveys are a crucial tool for listening and communicating with your employees, and demonstrate your organization's commitment to total employee satisfaction. These surveys help establish your company as one that believes employees are its greatest asset. Further, surveys provide the critical information necessary for recommending training and education as well as the opportunity to improve the organizational health of your company.

Hard Results

Information obtained from employee surveys can directly impact your bottom line and create positive employee relations in the following ways:

Measurement

Our employee surveys focus on measuring the following key aspects of employee satisfaction:

In addition to employee surveys, our Management 360-Feedback Program provides services required to obtain feedback on each executive participant for their personal development. Each participant will understand to what extent their leadership style, behavior and work competence is congruent and consistent with your company's core values. The Management 360-Feedback Program includes a unique web-reporting tool to visualize the results in graphics and or within a table format. Omega's ScoreBoard℠ Reporting provides a simple, easy-to-read format for viewing areas of relative strengths and weaknesses in employee satisfaction and performance. Below is a sample ScoreBoard report.

In addition, our Electronic Employee Feedback (EEF) Report feature allows you to share your organization's message and vision statements, as well as summarized employee survey results with graphical displays.

Customer satisfaction and retention is enhanced with loyal employees who have a "customer for life" philosophy. It is critical that your employees feel that they have the necessary knowledge and tools to exceed customer expectations.