ICS Product/Service Area:  Analytics      
                                              

The Objective

Two Men and a Truck was looking for a customer satisfaction process to help guide its 195 moving franchises worldwide.  They envisioned that a customer-driven process would be critical for achieving a consistent and positive customer experience across all retail franchise locations. 

The Solution

Customers receive a personalized customer survey soon after the move is complete.  Currently this is a print communication and is in the process of moving to a combined email and print survey in the near future. 

Response surveys are returned to ICS and scanned on a daily basis.  Customer Alerts are generated based on customer comments or below average survey results.  Individual Franchisee performance is based on their customer satisfaction metrics for the year.

The Results

Two Men and a Truck’s customer satisfaction system has become a mission critical part of how they monitor and manage Franchisee performance.  This systematic approach has helped them to “raise the bar” for delivering a positive customer experience.