Loyal enthusiastic customers, who return again and again to buy from the company, and who recommend you to their friends, colleagues and family.
Satisfied customers, but unenthusiastic about your brand. There is nothing driving them away, but they are vulnerable to being enticed to your competitors.
Unhappy, dissatisfied customers, who may damage your brand by spreading negative information, either directly (word-of-mouth) or on social media.
What could be done better and what was done well
What the customer liked most, what they liked least
Retail: Apple, Avis, Home Deport, Hertz
Financial: Allianz, ING, HSBC, AMEX, Westpac
B2B: KPMG, PricewaterhouseCoopers, Bearing Point
Consumer Products: Lego, Proctor & Gamble, Grohe
Technology: HP, Canon, Dell, LG, Sony, Symantec
Telecom: Virgin Media, Verizon, Vodafone, Nokia
Franchisees are keeping up brand standards
Resellers are promoting your products
Promotions are displayed as contracted
Staff are complying with the operations manual
Cleanliness and presentation of premises
Stock levels, pricing and presentation
Hygiene practices and levels
Staff levels and presentation
Take a photo of the front counter from where the customer would be standing while making an order
Take a photo of the ATMs from 2m away, then a close up of the ATM keyboard
Take a photo of the signage on the front door.
Take a photo of the X product display, and a close up of the pricing signage
Thumbnail photos within a report on online shopping.