CSMPactor®

CSMPactor® is ORC International's comprehensive approach to customer satisfaction measurement. Designed to quickly pinpoint those issues with the customer experience and service delivery which have a significant negative impact on satisfaction, CSMPactor offers maximum flexibility in a research solution that is tailored to your unique needs and circumstances. To implement it, our experienced research professionals work closely with you on key decisions at every step in the process to develop an action plan which both identifies needed service improvements and better informs the resource allocation decision-making process.

CSMPactor helps you gauge customer satisfaction levels by assessing:

• Critical performance attributes resulting in customer satisfaction and loyalty
• "Voice of the customer" input
• Gaps between customer and employee perceptions
• Current organizational performance
• Front-line employees' perceptions of service delivery
• Relative impact of differing levels of service delivery on overall perceptions of service quality
• Market segments most likely to be impacted by service quality improvements

To learn more, contact us.