You Compete.
®
We Make You More Competitive.
Win Loss Analysis and Customer Satisfaction Research
You Compete.
We Make You More Competitive.
Win Loss Analysis and Customer Satisfaction Research
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Customers
“Anova
has been a great partner for Acadian in administering our recent client
satisfaction survey. The Anova team was very responsive to the needs of our
business and made every effort to exceed our expectations, from the survey
response rate to the actionable feedback they were able to generate from our
client base.”
- Douglas C. Coughlin,
Senior Vice President
Acadian Asset Management LLC
“We appreciated Anova’s customized, flexible approach to our client satisfaction study. They listened to our needs and worked with us to design a survey focused on the attributes that are important to our business, and we were impressed that they were able to get meaningful feedback from such a broad cross-section of our investment management client base.”
- Cory Martin
Managing Director, Portfolio Specialist Group
Barrow, Hanley, Mewhinney & Strauss
Client Satisfaction Articles
Departed Client Analysis: Opening Formal Channels of Feedback
Service Team Role Clarity Key to Small Market 401(k) Plan Sponsor Satisfaction
Client Service Top Reason for Provider Switch (Plan Sponsor Magazine)
Training New Plan Sponsors is Key
The ASPPA Journal: Anova cited in Profile on DST Retirement Solutions
Customer Satisfaction Analysis
Every day, your customers choose whether to continue their relationship with your company based on the quality of their experiences with you. Anova’s customer satisfaction and loyalty analysis is a customized program that produces unbiased and unfiltered feedback from your customers to help you assess the quality of those experiences and the likelihood that they will continue to do business with you. The program will allow you to:
Define strengths, weaknesses and gaps within your company’s customer service delivery protocols and your overall suite of products and services
Gather quantitative and qualitative feedback on your service staff for use in performance reviews
Identify “At Risk” accounts, determine the sources of customer dissatisfaction and collect information that will allow you to avoid a customer’s departure by making necessary adjustments and service delivery improvements
Identify customers who can serve as strong references for use in future sales situations and RFP processes
Track trends in customer views by measuring annual customer satisfaction levels against internal service quality benchmarks established in previous years.
Identify product and service priorities for the future on both an individual and customer-wide basis
Obtain qualitative “Voice of the Customer” feedback that helps identify areas of improvement with regard to product features and service delivery mechanisms
What is Customer Satisfaction Analysis?