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Campbell Rinker provides marketing research services such as surveys, focus groups and database analysis of donors, members, alumni, students and prospects to charities, associations, schools and the companies that serve them

Campbell Rinker's Electronic Newsletter



FLASHtrack CUSTOMER SATISFACTION SERVICE

Fulfillment Satisfaction, Affinity and Loyalty

Your most recent customer just received their order.

What did they think of the experience of ordering from you? Were they satisfied or dissatisfied? Why? Will they tell others about their experience with you? How loyal are they? Will they recommend you to friends? How likely are they to purchase again?

What systems must you improve – and by how much must you improve them – in order to keep their business? The answers to these questions are recognized as vital factors in your company’s success. In fact…

  • Customer satisfaction is so important to business that the Federal government uses it to help forecast economic trends.
  • Research demonstrates a positive relationship between measures of customer loyalty and financial outcomes, according to the American Customer Satisfaction Index (ACSI) study, a quarterly survey conducted by the National Quality Research Center at the University of Michigan.
  • As customer satisfaction increases, business results improve.
  • Only 5% of dissatisfied customers make the effort to report their dissatisfaction.
    You know that customer loyalty, affinity and satisfaction are key drivers of your success. How do you measure up?

FLASHtrack™ is Your Turnkey Customer Satisfaction Solution

Campbell Rinker now offers a customer feedback survey designed specifically for organizations that fulfill product orders. We call it our FLASHtrack System™. This simple solution is affordable, requires almost no effort on your part, and provides the direct customer feedback you need to build customer satisfaction and loyalty for long-term retention and growth.

Through your regular fulfillment process, FLASHtrack System™ provides data to reveal operational strengths and lift customer loyalty, affinity and satisfaction over time.

How it Works

Campbell Rinker prints and delivers personalized business-reply survey postcards to you. Your firm adds one to each order you ship. Your customers can either complete the postcard survey and mail it back to Campbell Rinker, or take the survey online for a chance to win $1,000 cash (we even pay for the prize). If you like, you can add your own customized questions to the web survey.

We enter the data from the card responses and post these to the web, too.

You simply go online, anytime, anywhere, to see your results on our special secure interface. Using these robust online tools, you can easily summarize, graph, and cross-tabulate the results from both the Internet and the postcard responses.

You may even order paper reports and advanced data analysis from Campbell Rinker, for in-depth, precise, independent and reputable management presentations.

Dozens of other steps are involved, but that's the best part. Campbell Rinker takes care of them all. We design and print the postcards. We program and host the online survey. We input the data from postcard responses. We manage all the tasks that make high-quality customer satisfaction research a headache for any company.

FLASHtrack System™ Benefits
  • Improve loyalty, affinity, satisfaction
  • Receive immediate notice of low ratings so you can follow up and fix service issues
  • Identify and act on threats to customer loyalty
  • Identify critical fulfillment and satisfaction issues
  • Determine what needs to improve and by how much
  • Gain access to historical data
  • Boost orders and sales
  • Improve products and fulfillment
  • Direct the right resources to the right places

FLASHtrack System™ Features
  • Customized and flexible
  • Seamless, enterprise solution that fits into your existing order fulfillment process
  • Real-time 24/7/365 anywhere access to results via the Web
  • Scores for customer satisfaction, loyalty and delight
  • Likelihood to repurchase, recommend and tell others about their experience
  • Comparisons to industry benchmarks, when available
  • Demographic results
  • Techniques consistent with state-of-the-art customer satisfaction methods
  • Review and compare results over time to chart gains in satisfaction, favorability and likelihood to repurchase
  • Immediately discover, follow up and fix customer satisfaction issues to build retention and loyalty
  • Gain insight on how your customers rate your competition through the extended online version of the survey
  • Ask custom questions in the online version of the survey
  • Obtain ad-hoc reports like FLASHcube, Campbell Rinker's proprietary and powerful customer needs analysis
  • Obtain the raw data collected from the survey for internal analysis
  • Add your logo to one of many postcards designs, or let us create a unique postcard to suit your needs
  • Low cost per-response
  • Campbell Rinker's reputation for ethics, integrity and quality – plus the credibility of having your customer satisfaction scores validated by an independent research firm

Important Links

Further Information
FLASHtrack System™ FAQs and Pricing CLICK HERE
Past Campbell Rinker Clients CLICK HERE

Survey
Postcard Designs Currently Available CLICK HERE
Screen Shots of the Online Survey SHOT 1, SHOT 2

Sample Reports
FLASHlight™, our Executive Report CLICK HERE
FLASHcube™, our proprietary Customer Needs Analysis CLICK HERE

For more information please CONTACT US.

 
 
 
   


© 2008 Campbell Rinker
25600 Rye Canyon Road Ste 202, Valencia CA 91355 - phone & fax: 888.722.6723