The SDS Research TouchPoint Tracking gives you a unique, unfiltered look at your customers' experience with employees and service delivery. This monthly survey includes customers who have had some type of contact with your organization within the previous 30 days - a new account, repair, installation, disconnect, question about service or billing, etc.
Survey participants are asked general questions about their experience, specific questions about the customer service or technical employee they had contact with, and open-ended questions on suggestions for improvement.
Results are presented on an aggregate (company-wide) level, and by each employee specifically. Employee-specific ratings are separated by employee, allowing for an analysis of each employee's performance in customer contact situations. These customer evaluations provide a customer-focused view of the employee's performance, offering specific feedback for evaluation, coaching and training. This process of data collection, evaluation, and training is a dynamic way to motivate employees, and improve specific customer service functions.
For as little as $500 per month, you will gain valuable feedback from those customers who interact with you on a daily basis.
"From the first phone call inquiring about their employee perception services to the actual presentation of the results to our staff, the SDS Research team has been thorough, obliging, on time, within budget and absolutely a delight to work with. They were more than willing to work with us on all aspects of the survey and provided the much needed "impartial, third party" presence we needed to assure our employees that their concerns would be handled in a totally professional manner. Thanks to your entire team for making our survey a meaningful experience for our entire organization."
- Richard J. (Dick) Salentine, SPHR Manager of Support Services, ElectriCities of North Carolina, Inc.
"Bandera Electric Cooperative Inc. has engaged the services of SDS Research for many years. The staff at SDS is committed to providing professional customer service. Their proven experience and expertise in assisting BEC with a well rounded report enables our Cooperative to better support our members. SDS provides the details which allow BEC to utilize it as a benchmarking tool and a higher level of customer service can be provided to our members."
- Debbie Corley, Member Relations Supervisor, Bandera Electric Cooperative, Inc.
"Working with SDS Research on our latest customer survey was an exceptionally positive experience from beginning to end. The Alert Program allowed us the opportunity to respond immediately to customers’ issues or concerns. The survey results were presented in a clear, personalized, professional manner. We look forward to working with SDS Research again the future."
- Jessica DeWitt, CP-TEL
"Our company, Venture Communications, has been using TouchPoint Tracking provided by SDS Research. As we made the decision to implement the program, we found that we were unable to make this type of follow-up call for less than what SDS Research charges. It is a very cost effective option for this type of customer feedback. SDS has been responsive to our needs, and has customized several aspects of the reports based on our request. I have been satisfied with the service, and the quality of the information we are receiving."
- Rod Kusser, Member Service Manager, Venture Communications Cooperative
"We were looking for a company with a proven track record and an understanding of Public Power. SDS has that track record and we were pleased with the focus and attention they put forth to customize our member survey to meet our objectives. The process of contacting and conducting the interviews was handled in a professional manner. SDS also provided routine status updates along the way, stayed on budget, and prepared a quality presentation report."
- Mark Otersen, Division Director, Marketing, ElectriCities of N.C., Inc.
"In conducting our yearly customer survey, SDS Research has demonstrated a high level of professionalism and responsiveness in supporting the objectives of our company. Survey work has been implemented with virtually no negative feedback from participating customers. I recommend you give serious consideration to using them for the valuable services they provide."
- Curtis Child, RC Willey Home Furnishings
"I can't say enough good things about the staff of SDS Research. They are experts at customer research. They bend over backwards to analyze survey results and to make specific recommendations. They are very knowledgeable about customer research."
- Barry Echols, Marietta Power & Water
"SDS Research provides a quality customer service training program and great service at a very reasonable price."
- Bob Fugett, IID Energy
"It is not every day that I can wholeheartedly recommend a company. It is a real pleasure to be able to do so in this case. If you are considering a survey of your customers, I believe SDS can deliver the best product and the best value obtainable."
- Ken Spradlin, Clarksville Department of Electricity
"SDS performed exemplary work in all facets. Their proposal was easy to understand and the quote was very competitive. The project started on schedule and was wrapped up right on cue. We couldn't ask for more; you stayed on schedule and on budget. We recommend SDS to anyone and would be glad to share our experience with anyone. Thanks again for the outstanding work!"
- Ken Spradlin, Clarksville Department of Electricity
"Thank you all for being so responsive and flexible with our requests. The information we are getting from this survey is really great and I think the change in the process is enabling us to repair some relationships we would not have had the opportunity to address otherwise."
- Jennifer Brannen, Director of Marketing, Customer Service & Retail