Praxis Research Partners

Client Goals:

Ascertain how to make the e-business experience more rewarding and positive for users and potential users.

Identify key motivators for increasing use of e-communications with clients for faster, more cost-effective customer service.

Develop performance standards across business units.

Realities:

Client wanted to analyze effectiveness of, and customer satisfaction with, general “e” communications, (online change of address, report of fraudulent charges, billing inquiries, etc.).

Tremendous growth area—but no clear plan for focusing on improvement efforts.

Client had formerly done research within various business units, but was unhappy with the analysis.

Praxis Strategy:

Praxis re-evaluated existing database, applied multivariate analysis and developed a strategic model of customer satisfaction, in terms of:
–Clarity of communications
–Effectiveness in addressing issues completely
–The overall experience
–Speed of resolution

Measurable Results:

Praxis was able to provide client management with a specific set of priorities for improving the overall “e” customer service experience based on actual customer input.

In order to improve the quality of future input, Praxis also established a new evaluation program to use as a continuous tracking tool for establishing norms and maintaining standards of excellence. In order to improve rate of response, Praxis implemented a consumer reward system that resulted in a 5–6% rate of response, approximately three times the historic norm.

Client was so pleased with the outcome of Praxis’ analysis that it implemented the same method of customer satisfaction research and analysis to other e-business customer service areas, including its Mortgage and Auto Finance units.

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