Consumer Satisfaction Survey Q1-2016
Nestle Consumer Services Toll-Free 16/7
In term of services, once a service has delivered, it is crucial to get feedback by measuring how satisfy our day-to-day engagement to consumer. Bigger than that, how impactful this consumer satisfaction for the businesses in term of generating demand. Consumer Relations (CR) deliver several services for consumer through all Nestlé touchpoint assets: Nestle Consumer Services (NCS) Toll-free 16/7, E-mail and will soon Social Media listening. Therefore, it’s becoming crucial for CR team to know the outcomes of all services that has been delivered by an effective measurement, in this, Consumer Satisfaction Survey will do. For Q1 2016, survey will measured services of NCS toll free 16/7.
TO EXTEND 24/7 TOLL-FREE
Nestle Consumer Services
0800 - 18 - 21028
(everyday 08.00 - 24.00)
AS THE MOST IMPORTANT FACTOR WHEN CONTACTING NCS TOLL-FREE
FROM 39% RESPONDEN WHO EVER CONTACT COMPETITOR,
1. PROBLEM SOLVING & RESPONSIVENESS
- Measure Consumer Satisfaction towards Nestle Consumer Services from all touch points.
- Get feedback from consumers on our services in order to do continuous improvements.
- Get exact rating of consumer satisfaction towards CR overall services and each component of the satisfaction index.
- Get consumer feedback on existing service hours 16/7 and get feedback of 24/7 whether there is a need to extend.
- Understand reasons why consumer call during weekdays and not during weekends and evening.
- Understand role and reasons why they contact Consumer Services.
Q1: Mar-May 2016
OUR RESPONDENTS, NATION-WIDE, N = 100
Source Info of NCS Toll-free: 85% from Packaging; 9% from Website; 6% Others
NCS TOLL-FREE 16/7 STUDY
90% were satisfied and very satisfied towards our overall service and give rate 4.11 in average.
PROBLEM SOLVING & RESPONSIVENESS
NCS SLIGHTLY BETTER
- Improve accessibility
- Continuous training of Service Excellence & Nutrition Capability
- Update product knowledge FAQ
- Gain more competitive edges
Tasya D. Parastika - Consumer Relations Specialist