Customer Panels

This is the best way of remaining in continuous contact with your customers. You tell us what information you need and provide details of the group you wish to target. In return, you can receive information from your customers at any time and use this to inform your practical or strategic decisions.

What is it?

A customer focus group involves a group of 6-8 of your customers meeting to discuss a specific theme about which you want to find out more. Examples might include customer experiences relating to services, the bond with your organisation (what motivates people to be your customer), your organisational image, customer decisions and what affects these (competition, why people switch companies), the customer journey (see customer journey) or a specific process or department with which the customer has contact (for example, complaints, logistical processes, etc.). This kind of customer focus group session can be held independently, but also combines well with a customer satisfaction survey (CSS). The method can be used before or after a CSS. It can be used before a CSS, if you need to identify important indicators to be used in the CSS (what areas do customers feel are important). It can be used after the survey if more detailed information is required on a specific theme.

What are the results?

The customer focus group enables you to communicate directly with the customer. Customers appreciate this opportunity to voice their opinions. It can also be a literal way of getting closer to your customers. For example, it is possible to monitor the customer focus group live or to watch its discussions later on DVD. This gives marketing, account management and other departments involved a genuine feeling for the customer experience. The customer focus group helps you to understand people's emotions.

Advantages:

• - High-quality information (before or after research)
• - New ideas for service or product development
• - Gives customers a feeling of involvement (by sharing experiences and interacting with other customers)
• - Increased involvement internally (e.g. account manager)

Casebeschrijving Dutchlease klantpanel