Tracking Survey Specialists

Tracking Survey research and measurement differs from One-Time studies because all activities are continuous – surveys are mailed out one or more times each week, files are updated continuously, and reporting will incorporate weekly summaries that are immediately available at various management levels. TheTracking Survey process itself has much in common with Customer Relations Management (CRM) activities because the survey measurement process itself can help to identify individual customers who may require special outreach based on their survey responses.

Understanding Customer Outcomes:  DSRA conducts studies that model the outcomes of customer contacts, often expressed as customer satisfaction and loyalty.  Studies identify and rank aspects of the transaction that are likely to produce satisfied or dissatisfied customers. 

Tracking Service and Product Issues:  Using the key customer outcomes, we implement surveys designed to continuously measure the customer experience.  We use tested quality improvement strategies to identify customer problems with products or services.  These problems or “process defects” illuminate needs for policy, product or procedural changes.

Goal Setting and Incentive Systems:  The tracking survey results translate into measures for corporate goal-setting.  We provide expertise to design corporate, departmental or individual performance goals that are directly tied to positive customer outcomes – and we provide the means to measure them.   We recommend goal and incentive measurement systems that incorporate statistical properties.  Decision Sciences is particularly experienced in developing fair and legally defensible measures that will stand the test of challenges from those who feel compensation or personnel decision-making has been arbitrary.