Trust Evaluator

Concerned about the health of key customer relationships?

If you, like us, believe that Trust is a critical factor for maintaining successful customer relationships with improved satisfaction and customer retention rates, Customer Attuned’s Trust Evaluator is for you.

This is not a regular customer relationship survey

  • The Trust Evaluator is not a Customer Satisfaction Survey, but results in improved customer satisfaction!
  • Nor is it NPS / Net Promoter Score, the means to measure customer sentiment, but gives clarity on the health of the relationship.
  • Nor is it a ‘one-size fits all’ questionnaire, but an exploration of the relationship from multiple dimensions, based on academic research that generates greater clarity.

Our proprietary Trust Evaluator is a thorough investigation designed to identify the triggers and critical incidents for deepening or damaging trust within your key accounts and strategic partnerships.

Our approach examines the relationship from both sides, which means that a “one questionnaire fits all” approach is not good enough. Our founder, Dr Mark Hollyoake, has analysed and developed an indexed catalogue of incidents, behaviours and attitudes that are either building or impairing trust in your business.

The Trust Evaluation Process

Some customer feedback tools give good information, but it is one sided. To get valuable, usable insight, our approach is to gain input from both sides of the relationship at different levels. This demands going beyond the buyer / seller interface and in to leadership, operations and other supporting functions.

The questions are tailored to the side of the relationship, to the role and the level of customer/supplier engagement and look to reveal the good and the bad practices.

The Benefits

The benefits of the Trust Evaluator include a deep understanding of the quality of the relationship, an indicator of whether the customer recognises enough value from the relationship to renew and a customer relationship development blueprint for both sides with the target of co-creating mutual value.

Core to this output is an honest consideration of the level of trust within the relationship – is it positive or negative and is it aligned? At what level is trust at and how strong is it? Where are the sensitivities in the relationship, whether cultural or values-related, attitudes and behaviours or with the product or service.

The creation of a Customer Relationship Road Map, specific for each account, targets the unlocking of mutual value with a mechanism to manage the relationship, ensuring the expected benefits and outcomes are actually delivered.

Customer Management requires a customer relationship strategy

   

   

If you want to address the trust that your customers have with your business, please get in touch.

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Customer Attuned's Customer Centricity Loop, demonstrating the connectivity between Customer Strategy and Organisational Performance
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Customer Management

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Sales & Account Management

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Trust Evaluation & Development

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Embedded Trust

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Business Capabilities

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Training & Development

Customer Strategy

We help you redefine your Customer Management, through developing and implementing a focused strategy, and overseeing the changes to people, processes and technologies.

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