Scher Group's "Customer Satisfaction Index (CSI)" is a method for merchants to measure and improve customer satisfaction. The result for the merchant is:
- Improved customer loyalty
- Increased incremental sales
- Improved company and employee performance
This "front end" product, CSI, provides merchants with the
ability to identify opportunities for improvement that result
in improved sales and customer loyalty.
Participating merchants are provided with the following:
- Storewide promotional material identifying the store as a participant in Scher Groups CSI.
- Administrative capabilities to edit their CSI site including coupons and rewards for existing customers who provide ratings.
- The ability to offer coupons to new customers who are interested in purchasing products or services.
- The ability to compare a variety of ratings to other merchants, store to store, by employee, region, power group or nation. The result is the identification of deficiencies resulting in opportunities for improvement. Scher Group will automate improvement suggestions through specific courses and recommendations.
Existing customers are aware the merchant participates in Scher Group's CSI through store promotions, web links, and other store advertisements ranging from catalogs to business cards. Customers are directed to a site where they are able to rate the store on a variety of areas. Those areas will initially be broken down into categories:
- Overall satisfaction
- Pricing
- Quality
- Service
- Customized Survey Questions
CSI will improve customer loyalty resulting in the most profitable
customer segment. Attributes of loyal customers include increased
purchases and referrals.
CSI will improve performance – Participating companies will
be able to map specific company or employee deficiencies to
recommended interventions from SG's library of courses, custom
courses and participation in SG's Power Groups.