Customer Research Consultant required to help us increase customer satisfaction

  • Posted
  • Proposals 2
  • Remote
  • #17324
  • Expired
Julie E.John W. have already sent a proposal.
  • 5

Description

Experience Level: Expert
Customer Research Consultant required to help us to understand how well we serve our customers and how we can improve the service that we deliver.

We are a computer software company based in Eastleigh, Hampshire. You can find out more about us on our website www.nms-adaptive.com. We sell our products through a channel of resellers and we provide customer support both to the resellers and their end users. We use Salesforce.com to track all customer interactions, support tickets etc.

We think that we do a good job, but I would really like to discover what our customers think about our service. Ideally, I want to bring customer feedback into our support process so that we can measure and report on our quality of customer service. I also want to try to automate the process of discovering how we can do better and what our customers' expectations really are.

We have several ideas about how to go about this, but really I want someone who understands the issues, has experience of designing and implementing this type of process.

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