Just four questions to improve customer experience at all levels

You need a structured approach and the right tools to create enthusiastic customers and employees through actionable insights. With of course the goal: more success for your organization!

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You need a structured approach and the right tools to create enthusiastic customers and employees through actionable insights. With of course the goal: more success for your organization!

Root Cause method: getting to the core with just four questions

A unique method for continuously improving your customer experience is the Root Cause Analysis method (RCA). In just four questions, you go back to the cause of the problem or the cause of the customer's enthusiasm. With this method, you get to the core of the customer experience quickly and concretely. Based on predefined KPIs such as NPS, customer satisfaction or CES (Customer Effort Score) you compile a short, powerful questionnaire with a maximum of 4 questions.

The questionnaire can look like this:

Question 1: KPI (NPS, Customer Satisfaction or Customer Effort Score)
Question 2: The crucial open explanation articulated by the customer himself
Question 3: Selection of the category in which the open explanation fits best (1st Root Cause)
Question 4: Selection of the specific cause within the category (2nd Root Cause)

The Root Cause method is pleasant for your customer because the questionnaire is short and relevant and because the focus is on the spontaneous open explanation by the customer himself.

How do you come up with the best 4 questions for your Root Cause Analysis?

This is where the knowledge and experience of customer experience experts comes in. We analyze existing data, conduct interviews with customers and look inside the organization to then help you in an interactive session to sharply formulate Root Causes. The power of this method lies in the relevance of the Root Causes to the customer. This is why we also further sharpen the formulations during the continuous measurements based on answers provided by customers.

Continuously manage customer experience at all levels

From the four questions you get insight into up to 64 (8x8) Root Causes, including the importance for the customer experience. This way, you immediately know at all levels which buttons to turn in order to enthuse customers. Through an online dashboard you get continuous insight into what has the most impact on your KPIs (per customer journey, service, product or department) and employees see in their own dashboard what has priority.

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The story behind the customer experience comes to life in the unique CFM-CX Solutions platform. The open answers are automatically categorized, allowing employees to read directly why a customer is enthusiastic or not. With these customer stories - emotions and experiences expressed in your own words - you can very specifically enthuse and adjust employees.

From client priorities to concrete action plan

If you have continuous insight into customer feedback, it is good to reflect from time to time on the priorities that emerge from the customer. Blauw helps translate the Voice of the Customer into concrete improvement actions. Using action-oriented insights, we help you with:

• Improvements that can be easily implemented;
• Innovative, creative ideas that allow you to stand out;
• Long-term plans, which cannot be realized immediately, but will help the organization move forward in the future.

Processing the results into concrete action plans helps all levels in your organization so that every employee knows what to do to improve the customer experience and ultimately be more successful.

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