Customer Surveys

Understanding and measuring your customers’ experience is essential in being able to build a strong, long-term relationship with your customers.

 

Every contact point you have with your customers will influence their perceptions and purchasing preferences including any communications, sales handling, customer services, supply of product and services, quality of product or service and after sales support.

 

Customer Satisfaction Survey

This is often considered to be the most important customer survey and should ideally measure customer experience across all the key contact points.

 

Featuring:

  • Satisfaction by type of sale, e.g. online / off-line / telephone / salesperson
  • Satisfaction by type of contact, e.g. customer service / salesperson
  • Satisfaction ratings for product / service, delivery, quality, price, aftersales support
  • Importance of a range of key industry specific attributes
  • Propensity to re-purchase, recommendation to a friend (net promoter score)
  • Behaviour / attitude questions that gauge customers preferences
  • Open questions allow key issues to be identified
  • Comparison by customer type, location, type of product or service
  • Overall results can be compared with available bench mark data

 

Salesforce Monitoring

This survey focuses on your salespeoples’ / account managers’ performance and customers’ future purchase intentions.

 

Featuring:

  • Satisfaction by type of contact (e.g. telephone / online / meeting / exhibition)
  • Satisfaction ratings (including: product / service knowledge, response times, courtesy, account handling)
  • Behaviour / attitude questions gauge customers views of the brand, products and services
  • Measurement of customers’ purchasing preferences
  • Open questions allow key issues to be identified
  • Comparison by salesperson (optional) / location / region

 

Customer Services Monitoring

Measure the quality of your customer services team including all types of contact made with customers.

 

Featuring:

  • Satisfaction with response times, verbal and written communications, accessibility
  • Behaviour / attitude questions that gauge customers views of brand, product, service and  customer handling preferences
  • Open questions allow key issues to be identified
  • Comparison by customer type, location, type of product or service

 

 

New Product / Service Development

Measure your customers’ preferences in terms of new product and service ideas / concepts.

 

Featuring:

  • Evaluation of new concept ideas, features
  • Pricing / features trade off (conjoint analysis)
  • Impact on business’s / organisation’s brand
  • Comparisons by customer type