A major player in audience measurement wanted to improve perceived service quality among its panelists and secure the reliability of its data.
Media
Surveys, Technical Support
Improved participation continuity thanks to faster resolution of first‑level incidents.
Increased perceived quality of customer service, measured through panelist feedback and regular surveys.
Reduced risk of non‑compliance with participation rules through standardized scripts, training, and procedures.
Strengthen panelist loyalty through sustained engagement, regular participation, and reduced drop‑out rates.
Ensure fast response times in case of technical issues, while maintaining a clear and educational approach to safeguard data accuracy.
Guarantee strict compliance with participation rules and protocols to protect the statistical quality of the panel.
Improve long‑term panelist satisfaction and sense of recognition.
Secure continuous measurement by minimizing interruptions linked to unresolved technical incidents.
Better detect early signs of disengagement to take action before panel attrition occurs.
Provide customer service capable of supporting a diverse audience (different profiles, ages, and levels of digital literacy) while strictly enforcing participation rules and maintaining the neutrality of the measurements. This had to be achieved within fluctuating contact volumes and strong availability requirements.
Selected profiles combined technical know‑how with strong interpersonal skills to guide panelists empathetically and efficiently.
Detailed tools and decision‑making aids standardized procedures, helping each team member follow step‑by‑step instructions without losing personalization.
Complete records including interaction history, specific context, and alerts for risks (disengagement, absenteeism) ensured maximum responsiveness.
Dedicated support to answer questions, provide practical information, and offer personalized daily follow‑up.
Active member management through clear communication of participation rules, individual assistance, and ongoing engagement actions.
Immediate help with audience meters: quick troubleshooting, fast diagnostics, and effective user guidance.
Dedicated sessions covering participation rules, audience meter usage, and ideal relationship management with panelists.
Personalized follow‑ups, positive messaging, and internal challenges designed to boost retention rates.
Regular feedback from panelists to measure perceived satisfaction and fine‑tune support practices.
A single point of contact for assistance, strengthening trust and closeness with panel members.
A relationship‑driven method that simplifies technical and methodological subjects, ensuring a smooth, accessible experience for every panelist.
A structured, data‑based organization (complete profiles, interaction history, alerts) that anticipates disengagement and activates preventive actions.
A unique combination of service quality, methodological rigor, and agility to manage fluctuations in activity without compromising performance.
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