CustomerCount - Case Studies

Case Studies

Find out how some of our clients have applied the flexibility and countless features that CustomerCount provides. CustomerCount works. It's helped them to realize significant improvements in such areas as customer service, product quality and sales performance.

Let CustomerCount go to work for you!

Timeshare Sales Experience

Breckenridge Grand Vacations ("BGV") serves as the developer, owner and operator of three timeshare resorts located in the Breckenridge, Colorado area. They are recognized as one of the most successful independent developers in the industry.

BGV selected CustomerCount to help them establish and monitor their "net promoter" score. This score allows BGV to categorize customers into three groups based on their willingness to recommend their company or product to a friend or colleague:

Promoters (score 9 - 10) are loyal enthusiasts who will keep buying and refer others, fueling growth.

Passives (score 7 - 8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.

Detractors (score 0 - 6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Kit Armour, General Manager at BGV says "Mobius Vendor Partners (developers of CustomerCount) developed the online feedback system with a thorough knowledge of timesharing and its various components. We can follow up post timeshare tour to zone in on positive and negatives that allow us to make our sales experience better for our guests."

Call Center Service Experience

The San Francisco Exchange Company ("SFX") is a San Francisco based, travel provider with over 100,000 members. Among other applications, SFX uses CustomerCount online surveys to gauge the quality of customer service delivered by their telephone reservations specialists. Using a five point scale, customers measure the specialists' performance in many areas including courtesy/attitude, communication effectiveness, knowledge and the ability to answer questions or resolve concerns.

Within two months of using CustomerCount, scores in each category increased from between 4 and 7 percent.

Cory Phelps, Senior Vice President for SFX says the selection of CustomerCount is influential in providing "Great customer service and aided in helping customers with their travel needs."

Product Development Resource Targeting

Seeking to better target product development efforts, a Fortune 500 global company uses CustomerCount to survey customers about perceptions of current and proposed product and service features. One such survey was deployed to over 100,000 customers who reside across North America and Europe.

Because target respondents resided across two continents, the ability of the CustomerCount system to generate surveys in over 20 languages was key to this company's decision to deploy CustomerCount. In this instance, surveys were generated in six different languages to ensure effective communication and maximize survey response rates.

Customer Information Updates

While CustomerCount is designed to provide continuous customer feedback, from time to time we are asked to design and conduct "one off" surveys. In one such case, the American Teleservices Association ("ATA") requested our assistance in designing a survey to gather direct feedback from its members that enabled the ATA to effectively update membership data base information. The ATA is a global trade association with a membership representing over 4,000 contact centers that account for over 1.8M professionals worldwide.

The survey results facilitated the ATA's efforts to publish its association buyers' guide, streamline communications with members and maintain a much more up to date database of key membership information. Updated membership information supported the ATA's efforts to enhance association revenues through cost effective marketing and sales efforts designed to increase membership and non dues revenues as well as grow attendance at association hosted events.