Customer experience management research, mapping different customer journeys

Monitoring tenants and corporate client’s satisfaction in each of client’s communities across the different customer journeys – from the moment they enquire about a property till they move out.

A holistic research composed of 2 aspects:

• Transactional satisfaction research whereby customers satisfaction is measured after every interaction (eg. Move in, move out, maintenance requests, complaints, etc.)
• Relationship satisfaction research – satisfaction with the living experience in the community: infrastructure, facilities offered, quality of unit, communication with community management, etc.

Design: Online questionnaire automatically triggered and sent to customers every time they complete a transaction. Integration of our survey platform with the client CRM system to allow seamless collection of customer feedbacks and closing the loop with unhappy customers.

The research helps the client measure the satisfaction levels of its customers with the services provided across the entire customer journey and across communities. The research allows the community management teams to monitor their performance in real time (via live Dashboards), identify areas of improvements and take necessary measures to provide the most optimal experience to their customers.

Detractor recovery module especially, flags unhappy customers – a ticket is raised and assigned to predesignated staff for prompt resolution. The insights are used by the marketing team as well as the Asset management teams to continuously improve customer experience.