APECS Voice of the Customer Program | MSR Group
The MSR Group

APECS® | Measure & Improve Customer Satisfaction

APECS® is the complete voice of the customer program.  APECS® collects accurate customer feedback, displays and prioritizes that feedback in a simple dashboard, and includes the ongoing support of our team in the form of action plans focused on improving customer satisfaction. The end result? Increased customer advocacy and retention and increased revenue!

A Service & Team Focused on Improvement

 

Our team plays a crucial role. APECS® isn’t a product. It’s a service backed by the experienced team at MSR Group. In addition to collecting customer feedback, we’re constantly monitoring that feedback, analyzing trends, identifying instances that require immediate attention, and making recommendations to help you improve.

How APECS® Works

Collection of Customer Feedback

MSR Group designs a customer feedback survey to gather the most important information for your business. We then collect customer feedback on an ongoing basis to both measure long-term customer satisfaction and identify experiences that need immediate attention. All feedback is collected within 24 hours of the customer’s experience with your business.

Action Alerts

When customers share a negative experience, it’s important to know and react quickly. Our action alerts notify front-line managers immediately allowing you to address problems in a timely manner.

Magical Moments

Opposite of action alerts, magic moments keep you informed when customers share positive experiences. These help to boost morale, recognize individuals for their contributions, and reinforce training efforts to improve customer satisfaction.

Key Drivers

Key driver analysis helps your team focus their service improvement efforts on the attributes most important to your customers’ experiences and other aspects of your business. Each quarter, we review survey responses to determine how each survey attribute relates to overall satisfaction and present the results in the Performance Monitor.

Action Plans

Action plans based on individual experiences provide users with clear step-by-step directions for addressing customer issues. You’ll have multiple options for how to execute this, including accessing the Idea Bank™, a best practice sharing module that is built on the knowledge and experience within your organization.

Improve Advocacy, Retention, & Revenue

Through efforts to improve customer satisfaction, our clients experience increased loyalty and more revenue. These same clients are seeing higher customer advocacy, resulting in more referral business. With the help of our voice of customer program and our experienced team, your business can experience these same results.

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