Interview Approach
At Client Insight, our primary method for gathering Customer feedback is via telephone interview. Our Interviewers listen, are attentive and engaging to speak with. Our goal is to have a conversation with your customer as opposed to completing a survey. Being listened to is an engaging experience which allows our Interviewers to validate, probe and identify what happened. The conversation results in feedback that identifies: what worked well; and what could be improved.
Being listened to provides a positive feeling for your customers. That positive feeling goes straight back to you as supplier and demonstrates that you care. Referals are a direct result.
What Makes our Interview Style Different?
• Our questions are customized to align with your Business Process and Customer “touch points”.
• Our questions are customized to your organization’s roles and to your specific Employees.
• We seek to understand your Business, so our Interviewers can inquire and understand what happened.
• Our Interviewers are curious about your Customer’s experience.
• Our Interviewers are skilled communicators and employ mediation style communication skills that allow them to go under the surface to gather insight.
• Our Interviewers are neutral and respectful of the person being interviewed.
• Client Insight skilled Interviewers achieve participation rates exceeding 90%.
Client Insight provides a reminder to your Customers of the positive experience they have had with your company. Our track record shows that customer Referrals follow subsequent to Client Insight’s interviews.