PROJECT MANAGEMENT

"Companies who have integrated an analytical approach of their customers improve their profits by 126% compared to their competitors."*

At Performance Directe, conversation does not rime with bla-bla! The solutions offered by Performance Directe are immediately measurable: we share KPI with you, which have been chosen with initial objectives, to constantly adjust the actions and to optimize (or maximize) the performance of your Customer Experience strategy.
* Source: www.mckinseyonmarketingandsales.com

  • PROJECT MANAGEMENT TOOLS

    To continually evaluate your conversion tunnel, we have developed simple solutions to implement and share, enabling centralization of key data and measurement of your performance.
    The benefits for you:
    ●         Manage and optimize your actions in real time.
    ●         Improve productivity and performance of each team.
    ●         Analyze profitability of your business sources.

  • STUDIES

    Listen to your customers in order to understand their experience and measure their satisfaction. Therefore, survey implementation and satisfaction barometers will help you to identify new opportunities.
    The benefits for you:
    ●         Show genuine interest in your customers’ opinions to strengthen loyalty, particularly after sales.
    ●         Measure the performance of your sales approach by asking your customers to evaluate it.
    ●         Identify and analyze your targets’ needs in order to re-adjust your offer in the short term and develop it in the medium term.
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CASE STUDY

MEDICAL SECTOR

6

years of monitoring of customers’ labs

550

answers per year, representatives in brands’ BtoB relationships

3

companies managed with these follow-up indicators

THE CUSTOMER’S PROBLEM

How to follow-up, annually and reliably, the evolution of the satisfaction and image for each operational department?

PERFORMANCE DIRECTE’S SOLUTION

Set up a digital and voice facility, enabling periodical questioning of identified targets each year at the same period, in a reduced lapse of time. Use a specific barometer for each specific operational department and follow their evolution from one year to another to focus on areas of improvement.

MEANS EMPLOYED

  • Empirical survey methodology by quotas, to maintain the representativeness and veracity of acquired data (95% minimum reliability index).
  • Multi-channel email and telephone contact center to maximize the chances of contacts.
  • On-line secure study platform with visualization of follow-up indicators

 

RESULTS OBTAINED

  • Minimum of 550 respondents each year for the 3 customer entities.
  • Satisfaction above 4.5/6 in each department.
  • Renewal and evolution of the process every year for the past 6 years.