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Customer Satisfaction Management & Measurement

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CSMM
Customer Satisfaction Management & Measurement (CSMM) is an independent, specialist unit of IMRB International. CSMM is an exclusive member of the Walker Information Global Network (WIGN) in the Indian subcontinent.

As a specialist unit of IMRB International, CSMM has pan India coverage with five full service Research Offices and 15 Field Offices in Delhi, Kolkata, Mumbai, Chennai, Bangalore, Hyderabad, Cochin, Pune, Patna, Ahmedabad, Guwahati, Bhubaneswar, Lucknow, Ludhiana and Indore. CSMM services clients in India and neighboring countries (Sri Lanka, Bangladesh, Pakistan and Nepal) and this diverse network has made CSMM the leading provider of stakeholder of products and services in South Asia and the WIGN network.

As an exclusive member of the Walker Information Global Network (WIGN) in South Asia, CSMM uses proprietary tools developed by Walker Information. Walker Information Global Network is recognized as a pioneer in stakeholder measurement and management with over 65 year’s experience. The network offers the world's most tested and proven system and provides appropriate benchmarks through the WIGN Normative DatabaseTM.

CSMM provides a range of consulting products and services to manage external customer and employee loyalty and integrate stakeholder measurement and management efforts into the company's decision-making process at all levels. CSMM works with over 100 clients from diverse sectors, including financial services, hotels, telecommunications, retailing, consumer products, automotive and engineering/industrial goods. CSMM provides strategic information services to enhance customer loyalty amongst end customers, trade channel customers, suppliers and employees.

CSMM offers a team of highly trained and experienced consultants with multi-disciplinary backgrounds to assist clients in stakeholder management practices. CSMM consultants have experience in conducting programs for leading Indian and multinational companies, across various sectors which are equipped to give clients professional and accurate assistance for strategic decisions, including deployment and integration assistance.

Our Offerings

CUSTOMER RELATIONSHIP ASSESSMENT (CRA)CUSTOMER RELATIONSHIP ASSESSMENT (CRA):
CRA was built by using Walker Information's vast experience in market research and customer satisfaction. Creating, maintaining and enhancing customer relationships are essential to sustain business success. CRA goes beyond customer satisfaction, beyond quality management, and focuses on customer loyalty to your organization.

CUSTOMER TRANSACTION ASSESSMENT (CTA)CUSTOMER TRANSACTION ASSESSMENT (CTA):
CTA is designed to measure customer perceptions of performance on specific transactions. Interactions with customers are measured and analyzed to improve customer experience and increase their loyalty to you and your products and services.

CHANNEL LOYALTYCHANNEL LOYALTY:
CSMM’s model for trade satisfaction identifies expectations channel members have from the companies whose products and services they sell. Our work has helped some leading names in these sectors in defining their trade strategies.

SUPPLIER RELATIONSHIP REPORT (SRR)SUPPLIER RELATIONSHIP REPORT (SRR):
SRR is an in-depth survey that effectively measures supplier relationships. The SRR will show your business what matters most to your employees and how your company is performing. It basically gives an assessment of what kind of company you are to do business with. Corporate reputation is a company's greatest intangible asset and it can be either a great benefit or a frustrating liability. Although organizations cannot control all aspects of their reputation, companies have a large role in determining how others perceive them.

Internal Customer SatisfactionInternal Customer Satisfaction:
This tool serves as an excellent predictor of Employee productivity & retention which in turn influences Customer Loyalty, ultimately leading to improved business performance.

LOST CUSTOMERS ASSESSMENT (LCA)LOST CUSTOMERS ASSESSMENT (LCA):
LCA addresses the costly effects on value creation and long-term profitability of customer turnover and discontinued customer relationship. It identifies the root causes of customer attrition. It also develops profiles of the current customers at risk and former customers who may be recoverable.

REPUTATION & STAKEHOLDER ASSESSMENT (RSA)REPUTATION & STAKEHOLDER ASSESSMENT (RSA):
RSA is the most comprehensive tool available for measuring and managing corporate reputation. What makes the RSA unique is that it offers an in-depth and complete picture of a company's reputation.

Financial Impact Modeling (FIM™)Financial Impact Modeling (FIM™):
In order to assist our clients (particularly senior managers/executives) in creating greater focus and attention on the business and financial implications of their customer relationships, Walker Information has developed a methodology to estimate (in rupees) the effect on customer retention revenue resulting from various business “what-if” scenarios. FIM™ helps companies to assess what’s the financial payoff or impact of their efforts to increase customer commitment.

MYSTERY SHOPPINGMYSTERY SHOPPING:
CSMM measures conformance to the company’s norms at various touch points such as call centers, retail outlets, bank branches. Trained auditors anonymously evaluate infrastructure, processes, service delivery, customer service, operations, employee integrity, merchandising & product quality.

THE TAO OF LOYALTYTHE TAO OF LOYALTY:
Tao is a tool that provides a fast and simple way to measure the level of employee loyalty and identify factors affecting the loyalty. Tao is not only an "employee satisfaction" survey, it provides you with information on how to reduce turnover, implement programs that have the greatest impact on employee commitment and satisfaction. It provides benchmarks for measuring ongoing improvement efforts and activities in the area of employee loyalty.

Sectors

  • Airlines
  • Automotive
  • Banking
  • Engineering / Infrastructure
  • FMCG
  • Hospitality
  • Insurance
  • IT
  • Logistics
  • Mutual Funds
  • Paints
  • Petroleum
  • Pharma
  • Power
  • PSU
  • Real Estate
  • Retail
  • Telecommunications
  • Trade / Channel Satisfaction
 

Latest News

  • 25.03.14

    "A handy strategic tool that enables the user to decode the consumption priorities of households"



    Wallet Monitor - The Urban Indian Household's Wallet Audit

    Wallet Monitor provides a complete database on spending habits of urban Indian households.

    Designed to track the household’s spending priorities overtime



    To know more please Click here

  • 29.08.13

    We are Recruiting!

    If you have a passion for Market Research, we have the right opportunity for you as we are recruiting for our Kolkata Based Research Units.

    To apply send in your CV to : This e-mail address is being protected from spambots. You need JavaScript enabled to view it

    To know more please Click here

  • 03.06.13

    Fake “Customer Services Evaluator” Offer - June 2013

    SCAM ALERT

    Kantar has learned that its name is being exploited to further a fraudulent “mystery shopper” or “secret shopper” scam. People around the U.S. and Canada are receiving offer letters bearing the Kantar name and logo, and fake contact information, inviting recipients to become a “Customer Services Evaluator” or “Investigative Shopper.” A check or money order is enclosed along with the letter, as payment for the shopping and the recipient’s services. Recipients of the offer are asked to call regarding a training assignment, and are then asked, in their role as a “mystery shopper” to wire money via Western Union or a Money Gram in order to evaluate those services. Of course, the check enclosed with the offer is not legitimate, but by the time that comes to light, the recipients have wired and lost their own money.

    Kantar is in no way associated with these offers, and does not conduct any “mystery shopping” services. Unfortunately, these fraudulent schemes are using the names of reputable companies like ours without our permission. We are taking all necessary steps to work with the appropriate law enforcement and governmental authorities about this scam.

    If you have received an offer similar to the one described above, we recommend the following:

    • DO NOT attempt to cash or deposit the check (if the check has already been deposited, you should alert your bank immediately)

    • DO NOT send any money to Western Union or Money Gram

    • DO NOT contact any numbers listed on the offer and do not disclose any personal or bank account information

    • If you have been scammed, contact your bank, local and/or federal law enforcement authorities on how to proceed to recover any stolen funds, secure your bank account, and protect your personal information and privacy.

    • Contact your local post office, your local Western Union or Money Gram office, your state consumer protection agency and other local and national consumer protection agencies and organizations to alert them about this scam.

    • Please send us a copy of any materials you have received regarding this or similar offers bearing Kantar’s name by email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by fax to + 1 (212) 621-0916

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