ORC International

Philosophy
Customer satisfaction is a key specialism at ORC International. Every client has different requirements and we tailor our approaches accordingly, using a combination of traditional research expertise with the latest technology. We undertake customer satisfaction research on a continuous or ad hoc basis, and can advise on the most appropriate and costeffective methodology, be it face-to-face, telephone, online, self-completion or a mix. Our dynamic project management and reporting solutions provide fast turnaround and flexible access to the results.

Where applicable, we use our e-experience approach, which is based on the twin principles of event-based customer feedback (immediately after the customer experience) and real-time, web-based reporting. This approach works with a number of different methodologies, and offers the key advantages of fast feedback delivered directly to all relevant personnel, enabling tactical and strategic actions to be easily identified and taken.

ORC International has gained particular expertise within specific markets including:

• Travel tourism and leisure
• Financial services
• IT and telecommunications
• Retail
• Healthcare
• Consumer
• Business to business
• Public services – local and central government and housing.

• Tailor made approach, using qualitative research and other sources to ensure the correct measures are included
• Using the latest technology to ensure data are collected as soon as possible after the customer experience – closer to the ‘moment of truth’
• Using project portals to deliver faster feedback – enabling tactical and strategic decisions to be taken quickly and effectively
• Key driver analysis to identify what is important to customers
• Benchmarking results against those of other similar organisations.
• The potential to maximise the benefit from customer satisfaction data, by complementing it with mystery assessment or linking it to employee satisfaction, sales and other business data
• Working with clients to achieve support and buy-in from all levels of the organisation
• Providing clear recommendations and improvement actions.

• Overall satisfaction, and satisfaction with key aspects of products/service, according to client needs
• Loyalty measures – likelihood to recommend/continue doing business
• Key Driver Analysis to measure derived importance.

• Loyalty measures – likelihood to recommend/continue doing business
• Overall satisfaction
• Satisfaction with key aspects of products / service, to identify improvement actions
• Key Driver Analysis to measure what is important to customers and identify priorities
• Mystery auditing to complement customer research.

Modelling	B2B	B2C
Customer lifetime value modelling
Links with customer databases
Linking CSM to financial measures
Links to other stakeholder research
Linking data to other customer measures