We help you keep a continuous
pulse on your customers and can
use NPS, CSAT or Relationship Investment™ to measure brand health.
Whether it's a Voice of the Customer program or a seasonal product test, we will design an approach that's suited to your needs.
Our industry-specific assessments and tailored RIM™ studies provide
the missing insight that off-the-shelf solutions lack.
We design research studies and customer engagement programs so that companies and brand owners can predict customer behavior. Predicting customer behavior can be as easy as keeping a pulse on your customers' brand awareness or as complex as analyzing purchase behavior using a proprietary psychological construct.
We manage customer satisfaction (CSAT), Net Promoter (NPS), and Relationship Investment (RI) programs. We have the ability to design and implement a multi-modal customer engagement program using the framework of your choice. When companies seek a more discriminating measure of brand performance that offers greater predictive insight, we recommend measuring Relationship Investment.
Our Client Services team performs the necessary due diligence to understand your business objectives, your customers, and the competitive landscape before initiating any customer experience program. Our team works with your organization to design the survey tool and determine through which customer touch points the tracking program will be implemented, including your contact center.
iSKY’s ClearView platform allows you to survey customers across a variety of modalities (web, email, social media, social games, IVR, phone, mobile, SMS) and integrate the external customer experience with internal performance indicators. ClearView provides a holistic evaluation of the customer experience through web-hosted portals, ‘push’ reporting and mobile device compatibility.
Our brand tracking studies are the best way to keep a pulse on the health of your brand and the effectiveness of your marketing decisions (and dollars). We design studies that collect feedback from your customers and the market on a continual basis (monthly, quarterly, annually) or intermittently (pulse tracking) so that you can assess how your brand is positioned in the minds of consumers, how it stacks up against competitors' brands and how you can increase revenues and market share. We can incorporate the Relationship Investment Model into your brand tracking programs to provide additional insight and counsel around customer behavior.
As a full-service market research firm, iSKY offers its clients the ability to glean insights using a myriad of both qualitative and quantitative research techniques. In many cases, we are able to incorporate our unique perspective of the customer experience using our Relationship Investment Model which offers greater predictive insight into customer behavior.