Customer Satisfaction Survey System. Depending on the settings of the Loyalty Merchant, a Customer Satisfaction Survey can be sent to a regular customer who has made a purchase from the Loyalty Merchant. Example: “Many thanks for for you visit to XY! We make every effort to provide the best service, please give us your 100% anonyomous feedback to your satisfaction. Thank you very much!” The Loyalty Merchant determines the periods in which this survey should be started and how often such a survey should be sent to a customer (e.g. I would like a customer that shops with me regulary to be questioned only once a year). In addition the sales frequency or amount of the sales can be used to specify whether a survey mail should be sent to a customer or not (e.g. I would like a survey to be sent only to those customers who have made a purchase from me amounting to$AUD75). Each Loyalty Merchant can choose from a pool of questions that they deem most important. Benchmark values as a branch comparison are made available for the questions from this pool. The Loyalty Merchant also has the option of compiling and entering two self-defined questions and the possible matching answers itself. In such a case it is not possible to provide a benchmark for the branch (of the Loyalty Merchant). A comparison with the rest of the branch is only possible if the Loyalty Merchant selects questions from the pool of questions provided. Ideally the Loyalty Merchant receives the following information at the press of a button: • My customers give me the ranking 2.1 for the point “availability of the supervisor”, the average is 3.2 – so compared to the rest of the branch I am better. • My customers give me the ranking 4.3 for the point “cleanliness of the workshop”, the average is 2.0 – so compared to the rest of the branch the Loyalty Merchant needs to take action.
