Fifth Quadrant: A Service Strategy and Research Consultancy
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Customer Engagement Research

Customer Engagement Research (including CustomerEngage© & ChannelEngage©) is a thoroughly researched, tested and implemented innovative measure of customer engagement. The tool measures a customer’s cognitive and emotional response to a service experience plus the effect of customer effort needed to resolve a query or problem. Customer Engage provides a rigorous and insightful assessment of an organisation’s customer service and quantifies how service delivery is affecting customer loyalty (Recommendation, Net Promoter Score, First Choice for Next Purchase, Retention and other metrics).

Download our CustomerEngage© Research brochure here.

Download our ChannelEngage© Research brochure here.

 

  Customer Engagement Research Voice of Customer Programme Customer Storytelling Customer Experience Benchmarking Employee Engagement Research

For more information on these programmes, please contact one our service research team members, phone +61 2 9927 3399 or info@fifthquadrant.com.au.

 

 
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'your call':
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DragonCall:
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WFO Exchange:
  1. Workforce Planning in Back Office and Branches Julie Trajkovski 03-Apr-2012
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Customer Voice:
  1. Customer Service and Technology Julie Trajkovski 15-May-2012