Consumer Contact Loyalty Monitor™ Introduces a new Performance Management Tool to Drive Superior Business Performance.

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Consumer Contact has developed the Loyalty Monitor™, based on the NPS® process, which enables clients to have 24/7 access to their NPS data and a Closed-Loop Performance Management Tool to drive organizational and cultural changes. The closed-loop process ensures that the NPS customer feedback collected is acted upon and communicated back to the customer.

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Consumer Contact Loyalty Monitor™ announced today that it has launched a new Closed-Loop Reporting and Performance Management Tool that leverages the strength of the Net Promoter® process.

“As the first Net Promoter® Loyalty Partner in Canada we have always strived to ensure that our clients experience the full benefit of Net Promoter,” said Derek Bildfell, President and CEO of Consumer Contact Loyalty Monitor. “We have been conducting customer loyalty research since 1997 and we saw the need for a better process to manage the loyalty data collected. Working with several clients, we have developed the Loyalty Monitor™ which enables clients to have 24/7 access to their NPS® data and a Closed-Loop Performance Management Tool to drive the required organizational and cultural changes. The closed-loop process ensures that the customer feedback we collect for our clients is acted upon and communicated back to the customer. It’s our goal to make this process as seamless as possible”.

The Loyalty Monitor captures the NPS data and uses a secure online portal to present the most current information to senior management. The information can be updated daily, weekly or monthly and displays the data and insights from an overall enterprise level right down to the individual employee. As the data is collected and analyzed, cross-functional teams can be tasked with problem solving and ultimately create new Promoters and reduce the number of Detractors.

The new online tool provides full, real-time data on the Net Promoter Score™, respondent survey verbatim, attribute ratings, customer details and contact information. “Senior management can use the aggregated data to drive resource investment priorities and identify strategic business development initiatives,” said Bildfell. “Our state of the art proprietary Loyalty Monitor Reporting and Performance Management Tool will streamline this process within the client’s organization.”

Further details about Consumer Contact Loyalty Monitor’s new Reporting & Performance Management Tool can be found online at http://www.loyaltymonitor.ca/services/program-management/

About Consumer Contact Loyalty Monitor™

Consumer Contact Loyalty Monitor is a division of Consumer Contact ULC and conducts over 1 million interviews a year. The organization is driven by a passion for quality based on nearly 40 years of experience. Consumer Contact has the well-earned reputation as being the company that can handle the largest, most complex research projects. The North American based company has five call centers with 450 stations. Industry leading interviewer training and quality control, combined with Client Project Teams and easily accessible off-site monitoring, guarantees the highest of quality standards.
ResearchByNet, the online division of Consumer Contact, provides all the elements for online data collection. ResearchByNet clients have 24/7 access to their online data using a secure, password protected e-Access portal. Only ResearchByNet uses customized Quality Triggers™ to validate the data integrity of each and every completed interview…in real time. All the programming, hosting and quality control functions are conducted in-house to ensure the highest levels of data quality and security.

Consumer Contact specializes in continuous tracking, customer loyalty and business-to-business research.

For further information contact:
Derek Bildfell, President and CEO, Consumer Contact 1-416-493-6111.
http://www.loyaltymonitor.ca

About Net Promoter

Net Promoter is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth. Developed by Fred Reichheld, Satmetrix, and Bain & Company, the concept was first popularized through Reichheld's book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. The Net Promoter Score, or NPS, is a loyalty metric that is based on customers’ likelihood to recommend the company’s product or service. NPS is calculated as the percentage of customers who are Promoters, minus the percentage who are Detractors. More information is available at http://www.netpromoter.com.

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.

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Derek Bildfell, President & CEO
Consumer Contact
1-416-493-6111 ext. 126
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