The client is a promising player that provides high end customer experience solutions. The client is known for designing compelling customer interaction solutions to help with conversions and customer evangelization.
The client has been in business for over five years and has a global customer base. The company decided that the time had come to launch a customer loyalty program, given its customer base size and composition. As a first step to this process, it wanted to conduct a satisfaction survey among its customers in India and the Middle East. The company reached out to Prayag to create and administer the survey among the target group and provide insights from the responses collected.
Prayag’s team met with the client’s senior management to understand the company, its business objectives and priorities. Following this, Prayag took care
of the entire process, from questionnaire design to conducting the survey to response analysis and finally, providing recommendations to the client based on
The first step was to design a customized questionnaire for the survey to address different profiles of client contacts. The questionnaire was administered using a multi-modal approach including email, telephonic, postal mail, web and face to face interviews. Once the requisite responses were collected, Prayag’s team analyzed the data using statistical tools to arrive at a set of recommendations for the client to help them launch a business relevant customer loyalty program.