The Challenge:

Obtaining direct customer feedback in light of the “do not call” list and the current anti-intrusive surveying sentiment

The Client:

Multiple clients across multiple industries

Situation:

Recently, a large number of companies have recognized the need to gather customer feedback in a timely, cost-effective way. Traditional methods have included comment cards, exit interviews, hotlines, and mystery shoppers. Each of these methods has limitations and shortcomings.

In addition, the last decade has seen an exponential growth in tele-surveys, telemarketing, and other intrusive means of contacting customers to get their direct input. However, the recent creation of the Federal Trade Commission’s “do not call” registry has effectively halted businesses’ ability to proactively gather customer experience feedback through intrusive means.

Action:

At Mindshare Technologies, we have what we consider the perfect solution to the “Do Not Call” Registry. That is because we didn’t espouse proactive, invasive calls to the customer in the first place. Mindshare’s product is a non-intrusive, customer opt-in management tool that allows our clients to collect large amounts of customer feedback on a timely basis, without the invasive nature of proactive ‘dinner-time’ surveys.

Mindshare works by presenting customers with an incentive on the bottom of their point-of-sale receipt to complete an automated survey. Customers call into a toll-free number, or visit a website, answer a few questions and may even leave a verbatim voice recording if they choose—all on a volunteer basis. At the end of the survey, customers receive a redemption code good for the next service.

Results:

Our clients report tremendous satisfaction with using Mindshare’s products to bring the customer into their service strategy. We promote a system that turns “Customers into Instructors, and Management into Students.”