For today's organizations, simply delivering a quality product or service to a customer is not enough. To be successful, organizations must strive to establish and maintain solid relationships with prospects, customers, partners, and stakeholders. ICF's approach to customer satisfaction provides a set of proven methods for building and maintaining these relationships.
ICF designs and implements customer satisfaction, engagement, loyalty, and customer relationship management (CRM) programs within the context of your organization. Both public and private organizations are being asked to deliver greater value to customers in the face of shrinking resources. Many U.S. federal agencies face additional pressures in improving customer satisfaction due to their missions, data security, or congressional regulations that may limit the ways that services can be delivered.
ICF’s customer satisfaction, survey research, and qualitative research specialists will partner with you to develop a data-driven program that meets your needs and recognizes the uniqueness of your mission or service environment. Customer demands are becoming increasingly sophisticated, and organizations are expected to provide higher levels of responsiveness, dependability, and convenience. Best-in-class organizations are measuring more, incorporating customer-centric metrics in their management scorecards, and requiring hard data to make strategic decisions. This requires a comprehensive and tailored approach to measuring your customer relationships.
ICF begins by creating or stipulating the strategic objectives, and then designs tools and methodologies to obtain the customer data. Our skilled analysts and consultants not only generate the results—we work with you side-by-side to help you identify and prioritize potential improvements. This is the ICF difference. Our job is not completed with a report. We provide grounded organizational consultation, experience with best practices, and facilitation support to continue the momentum towards data-driven organizational improvement.