ACI~Accredited Certification International Limited ISO27001 ISO28000 RoHS

In today's highly competitive environment, we all know customer satisfaction is essential to the survival of our businesses. How do we find out whether our customers are satisfied. The best way to find out whether your customers are satisfied is to ask them. By determining which factors produce the highest perceived value by customers, research can provide the knowledge to both correct deficiencies in today's customer service and assist in building high value strategic, customer service offerings for the future.

Special sets of questions can built into survey questionnaires to learn about the perceived value of services and how a company stacks up against its primary competitors in delivering on the critical value factors.

An ongoing Customer Satisfaction Measurement (CSM) program will provide the basis for a customer-driven approach to the market place. It is also an effective tool for sustaining long-term customer relationships. Companies the regularly solicit evaluation and feedback from customers are viewed as organizations with a concern for quality in both product and service.Companies from a variety of industry have used our services. Their positive feedback has proved our capability in providing value added services.

    
ACI, a listed contractor of Census & Statistics Department, HKSAR.
ACI provides customer satisfaction measurement services customized to meet your program structure and objectives. From customer interview studies to ongoing customer satisfaction tracking programs, All of your customer satisfaction measurement program including data collection, data analysis, results reporting and consulting support is conducted by our professional team.
The type of primary research techniques used includes the following:

Appreciation letters:

Quality Control Measures

Once the survey instrument has been finalized, it will be fielded at the central call centre facility in ACI, which equipped with Voice Recording System which operates VoiceLink VRS (Enterprise) Recording Solution Using this system, all phone voice is tapped, and then digitalized, compressed and encrypted into proprietary format and stored in the VoiceLink database. That is, while survey, data collection is simultaneous since the respondent data is entered into a database while the interview is in progress.

Additionally, the system allows interviewers to directly enter verbatim responses to open-ended questions. These open-ended responses can be quickly review after the call, and subsequently coded into broader response categories, if so desired. Furthermore, the system has an extensive call management system, which automatically tracks the outcome of each telephone number entered into the system. Specifically, detailed records are maintained on the outcome of each call attempt (e.g., completed interview, call back, no answer, busy signal, answering machine, refusal, and so forth).

Also, call record summaries can be easily prepared with the VoiceLink VRS (Enterprise) Recording Solution, showing the daily and cumulative totals of the completed interviews within each quota segment (e.g., type of customer, province, etc.), interviewing and supervisory hours, as well as the average number of completed interviews per interviewing hour. These records assure our clients that we are always abreast of fieldwork progress.

Importantly, the VoiceLink VRS (Enterprise) Recording Solution also facilitates advanced in-progress monitoring of interviews. Not only do our field supervisors listen-in” to surveys as they are being completed over the telephone, at their own interviewing stations, but they can also follow the responses which are entered into the system by the interviewers.

This monitoring system further ensures the accuracy of our data collection procedures. Completed questionnaires are carefully edited for accurac