Customer Loyalty Measurement Tool for a leading, UK based eSolution Provider

Brief Description

The Customer Loyalty Tool is designed for a leading, UK based Internet Community, Consultation and eDemocracy solution provider. A web based widget was designed to ask customers a single, powerful question with responses rated on a scale from 0 to 10. Responses received would then be analyzed to enhance and improve products or bring about improvements within the organization.

The tool is easy to configure, easy to promote among stakeholders so as to elicit prompt response, and making it simpler to analyze customer loyalty over a period of time thus tracking progress and satisfaction levels. Personalized e-mails along with a unique URL can be sent to selected respondents requesting their participation. Users can then respond without the need to register making the entire process convenient and less cumbersome. Additionally, the unique URL makes promotion over different web channels quite easy whereas email promotions encourage participation.

Traditional customer satisfaction surveys can have low response and be unreliable because such surveys are mostly long and demand a lot of time and attention. Unsatisfied customers are also unlikely to respond, leading to sample bias. Results are often not actionable or easily understood. A better, more powerful way to measure customer satisfaction and loyalty is to ask one honest question to which invited participants can respond by simply clicking the box. The process becomes convenient, time-saving and would almost guarantee generating the desired response.

Based on a detailed analysis of the requirements, a widget was designed that had the capability to:

Create a loyalty question with an attractive, personalized layout
Select respondents to be invited
Send personalized e-mails requesting participation, with unique URL to track responses of participants
Allow participants to respond using a rating scale
Send Thank You message to responders
Allow organization to track responses and re-mail to non-responders
Perform response analysis
Categorize responses
Calculate Net Advocacy Number (1 to 10 as mentioned below)
Export individual's details to groups so as to conduct further consultations, surveys and dialogues using other tools
Record details of the whole process so that organizations can report and manage
Most importantly, measure customer loyalty index over a period of time to track improvement or degradation

The simple yet elegant tool - that is easy to purchase, configure and use - has enabled the client to provide customers with a powerful medium for assessing customer loyalty and analyzing responses to enhance and improve products or bring about improvements within the organization.

Tools and Platforms

Front-end : ASP.NET 2.0
Back-end: SQL
Application Server: IIS 6
Platform : Windows

Main Features

Administration
User Management
Create a Question
Import respondents
Categorize responses
Measure Customer Loyalty
Publish and Generate Reports
Categorize respondents based on response (Advocates, Passive, Detractors) for other surveys, consultations and dialogue

Customer Testimonials

“The Elegant MicroWeb redesign of our site has really helped our sales. Immediately after implementing the custom template they designed for our Volusion™ storefront we noticed an increase in our online sales. We cannot thank them enough for their prompt, professional and courteous service! Hands down, Elegant MicroWeb provides a great service at an unbeatable value.”

– Leading supplier of Boat Maintenance Equipments & Accessories

“ElegantJ Business Intelligence played a pivotal role helping my team tap into the huge amount of timekeeping data our firm had assiduously collected over several years, but which we had extracted very little value from. We realised that with ElegantJ BI we could gain an insight into our business performance and trends which we were then able to present to Management in a digestible form. As a direct result of our analysis using ElegantJ BI we were able to ensure that scarce resources were ring-fenced for critical operations whilst also freeing up resource from other areas to improve productivity and allocate costs more accurately across our operations. ElegantJ BI proved an excellent partner, listening to and taking our feedback on-board, then delivering changes and improvements to the product.”

– World leader in financial news & data feeds, UK

“We were looking for 100% browser based, feature rich, simple to use BI tool that has shorter learning curve and implementation cycle. We found that ElegantJ BI is the tool meeting our requirements, we are glad to have ElegantJ BI implemented in our organization with shorter implementation cycle, ease of use and faster ROI.”

– Leading Infrastructure Development Company, Saudi Arabia

“You can tell when a strategic supplier truly understands your business and your needs: he takes your brief, your product requirements and he makes that specification much better than you imagined. Elegant MicroWeb has done that for us since day one – five years ago! Without our strategic alliance with Elegant MicroWeb, I doubt if we would have become #1 supplier of eDemocracy and eConsultation solutions. If your need is for service, imagination, creativity and value, use Elegant!”

– Leading supplier of eDemocracy and eConsultation solutions

“The staff at Elegant MicroWeb was very professional from the beginning and the entire experience of working with the project manager and other staff members at Elegant MicroWeb was an absolute delight. The response time is phenomenal. The project went very smoothly and they truly exceeded my expectations. The follow up responsiveness is just as good and we still receive the same support we did on day one of the project. We will definitely continue this relationship with the folks at Elegant MicroWeb and look forward to executing more exciting IT projects with them.”

– Pioneer in providing online management of clinical tests