Client Feedback

Client Feedback Highlights

The information it compiles contributes to your 360° view of members
The voice of the member is heard; this lets you determine what relevant message/communication is appropriate for the next interaction with the member
Provides information that augments your analytical capabilities and allows you to refine your profiling and targeting exercises
Lets you collect satisfaction results to enhance your MRM success metrics such as net promoter score (NPS). For example: "Would you recommend us to a friend or colleague?"
Provides actionable data that generates leads, and potentially, increased sales and greater member satisfaction, or conversely, the opportunity to satisfy a dissatisfied member

Based on the MRM (Member Relationship Management) principles of data collection, integration, visibility and application, Client Feedback allows your club to create feedback questionnaires and surveys that collect first-hand client information that will contribute to your 360° view of members. This information, which can be collected online, in person and by phone, allows the voice of the member to be heard. Furthermore, this information will augment the collective view of your club’s entire membership, including but not limited to:

Member information
Membership information (coverages, billing, payment transactions, etc.)
Demographic data (age, gender, occupation, education level, houehold income, etc.
Travel preferences
Insurance information (current providers, expiration dates, etc.)
Vehicle information (year/make/model, annual mileage, number of household drivers, etc.)
Member satisfaction levels
Products, services and benefits valued by the member(s)
Products and services information requested by the member(s)
Likelihood to recommend club products or services to others
And more

Client Feedback provides diverse question styles (text responses, multiple choice, percentage ratings, supplementary questions, etc.) and formatting options (checkboxes, radio buttons, percentages, etc.) which combined with built-in planning worksheets, allow you to organize your questionnaires in a structured manner, making it easier for the member to complete.

Use the resulting information to track requests and leads, identify member concerns to improve customer satisfaction levels and MRM success metrics (e.g. Net Promoter Score), and when integrated with AXIS’ Database Marketing, provide targeted member promotions. A list of questionnaires and the status of each is displayed in the activity section of the Navigator Client Workspace, allowing your associates to immediately view and act on the results. More importantly, this first-hand knowledge, as provided directly by members, will help your club to personalize marketing, sales and service activities, and provide a unique and valuable experience to each member.