Customer Experience Evaluation

Customer relationships are the cornerstone of any successful business, and even more so in the cooperative realm. Understanding how your customers experience your products and services, your staff, your communication and more can strengthen those relationships and turn customers and members into advocates. For this, you need to gather the right information about your customers’ experiences and then make the right changes to improve your results. 

FCCS can help strengthen your customer experience research with expert survey development, market insight and action plan consulting. 

Multi-level Support

FCCS offers multiple levels of support for your customer experience research:

1. Consultation on your existing survey to ensure you’re gathering the right, actionable information.
2. Survey development for you to administer and analyze results.
3. Survey development and administration, supported with expert FCCS analysis and reporting.
4. Survey development, administration, analysis and reporting – bolstered with consultation to develop action plans and strategies to address problems and opportunities.

FCCS Customer Experience Survey Topics

FCCS surveys cover 14 crucial topics encompassing the breadth of customer experience:

• Overall Satisfaction
• Product or Service Quality
• Ease of Use
• Customer Support Experience
• Onboarding and Setup
• Speed and Efficiency
• Communication and Transparency

• Value for Money
• Problem Resolution
• Customer Loyalty and Likelihood to Return
• Personalization and Customization
• Brand Perception
• User Journey or Touchpoints
• Competitive Comparison

For more information on Customer Experience Evaluations with FCCS, please contact our Organizational Development & Strategy team at [email protected]