1. Measuring and managing customer satisfaction with ® Simeon Kostov co-founder and CEO

2. Reasons for measuring customer satisfaction Data warehousing Correlation with profits Correlation with customer retention rate Legislation Industry standards ex. ISO 9001 Decision support

3. Sharing information about positive vs. negative experiences

4. Challenges in measuring customer satisfaction Low response rate Bad respondents Data processing costs Timeliness Data collection costs

5. Our solution 1) Simple and intuitive

6. 2) At the point of experience 3) In the right moment

7. 4) Data available in real time

8. CEMKO’s advantages over traditional feedback collection methods Spontaneous customer reaction Customer Experience Lower TCO Unsolicited feedback Continuous feedback data flow Intuitive Higher response rate

9. Comparison between response rates

10. Value for management/decision makers Performance appraisal Anomaly detection Benchmarking Statistic process control(SPS) …and all this in Real Time

11. Potential applications are all around us Banking & insurance Public administration Hotels Fast food Retail Bars & restaurants Theaters & entertainment Museums & galleries Conferences & seminars

12. ® Visit us: www.semco.bg Contact us: office@semco.bg Follow us: semco Like us: semco