Referral Enhancement Program - The success of a customer satisfaction research program is evident by an increase in referrals. This program harvests referrals when metrics indicate a customer is ready to refer. NRS contacts those customers who report higher levels of satisfaction and asks them to provide the names and contact information of friends or family in the market for a new home. This information can be provided directly to the client, or to NRS. The program includes a direct mail piece, email (when email addresses are available), an online referral form, and regular reports to the client that provide contact information for referred prospects. This program works in concert with one or more NRS Customer Satisfaction Research programs. The data from the other programs enables NRS to identify customers that are hot to refer.
Prospect Feedback Survey - The Prospect Feedback Program enables sales prospects visiting sales centers and model homes to provide feedback about their perceptions of products and services. NRS provides its clients with a year's supply of customized 4-color Visitor Information Cards, a customized web-based prospect feedback survey, on-demand Prospect Profile Reports, weekly Sales Traffic Reports, and an incentive program to enhance response rates to the online survey. Weekly Sales Traffic Reports provide the contact information of ALL visitors. Prospect Profile Reports provide in-depth analysis of those visitors who have completed the online survey, and has a function that allows sales staff to rank prospects hottest to coldest. The Visitor Information Card is a perforated sheet containing a registration card and survey incentive message. The visitor completes a few questions (name, address, phone numbers, email address, basic marketing questions) on the top portion of the card, and the sales executive detaches the bottom portion and gives it to the visitor. The bottom portion contains a web address, web survey access code, and information about an incentive the visitor may receive for completing their survey. Survey feedback NRS receives from visitors is made available to sales staff within 24hrs, via eReports Online Data Delivery.
Mystery Prospect - This program enables sales staff and management teams to gain the prospect's perspective of the sales experience. With management's knowledge, NRS deploys highly-trained secret shoppers equipped with hidden audio/visual recording equipment to the client's sales centers and models. The qualitative information is analyzed by NRS, and a detailed report is presented to the client. This program is essential for identifying opportunities to improve the sales process. Prior to analysis and reporting, multiple perspectives can be collected in order to provide for a high quality sampling of qualitative data.
