How are we Different from other Customer Satisfaction Companies?

Though numbers are a critical part of our success, we enjoy long-term relationships with our clients because of our commitment to their ongoing success. Here are some reasons our clients recognize we are different from other customer satisfaction companies:

1. We are Partnered in Your Success

We are consistently thoughtful and flexible. From your first interactions with us in the proposal stage, you’ll notice that The Dunvegan Group goes beyond the numbers to deliver insights, and to design custom solutions, to meet your unique challenges. Even our customer satisfaction software is customized to meet your needs. We are sensitive to the people and culture of your organization and adapt our style of doing business accordingly. We are always on the lookout for innovative ways that our services can add more value to your organization.

2. We have the Best Tools for Customer Retention

The DAR™

The DAR™ is the platinum indicator for predicting customer retention because it indicates what your customer “will do about” their perceptions and feelings towards your business. While it’s become trendy to conduct online surveys and tabulate results into single-variable indices, these methods offer little proof of their ability to inform broad-scale changes that will increase customer retention. The DAR™ was formulated through over two decades of market research and direct application to client projects. Learn more about the DAR™.

The Dunvegan Dashboard™

We don’t just collect data, we show you how to get the most value from it. The Dunvegan Dashboard™ is our customer satisfaction software solution that allows you to monitor customer feedback, in real time, as we interview your customers and collect data. With the Dunvegan Dashboard™ you can drill down to specific customer interviews or create reports that aggregate data from a particular division or geographic area. We’ll personally alert you to critical-response issues and advise you on how to respond. Our customer satisfaction consultant team will provide high-level reports that provide insights and recommendations that may be missed by statistical overviews. The Dunvegan Dashboard™ may be integrated with your instance of Salesforce.com to ensure that all customer information is archived in a single, accessible database.

Learn more about our other customer satisfaction tools.

3. We Work on Relationships

Improving relationships with your customers begins with improving relationships within your team. At The Dunvegan Group, we offer The Platinum Rule® customer focus training to all executives and managers who are engaged in the customer retention program. The Platinum Rule® is a simple concept – “Treat others how they would like to be treated” (unlike the Golden Rule – “Treat others how YOU would like to be treated”). This basic training puts the human touch back into numbers and policies, helping our clients genuinely create better customer experiences. Learn more about customer focus training …

Fact: The Dunvegan Group is the only customer satisfaction company that implements The Platinum Rule® standard within our own call center so that our representatives can sensitively interact with an unsatisfied customer when we interview them for feedback. We set the tone of recovering your customer relationships.

4. We’re an Investment, not an Expense

You can measure the ROI of working with us. The Dunvegan Ratio™ is a measure of rescued business, measuring the dollars retained as a direct result of having the information necessary to address the customers’ issues resulting in retained and renewed business.

The Dunvegan Ratio™ = $Rescued : $Spent on our services.

With careful implementation of a Customer Satisfaction Measurement program under our guidance, a typical ratio for our clients is more than 10:1 and it is sometimes as high as 60:1.