CUSTOMER SATISFACTION SURVEYS

Customer Satisfaction . . .

Customer Value . . .

Customer Retention . . .

Is it time for a reality check?

• Do you know why customers buy from you vs. your competition?
• Do you know if your performance translates into a high price/value relationship?
• Does your competition know more about you than you know about them?
• Do your business plans reflect the current market needs and performance expectations?
• Are you creating value with your products and services as perceived by your customer?
• Do you know why customers are staying loyal to you? Buying less or leaving??

Get the answers you need to compete and grow. Customer surveys offer a great opportunity to get feedback on your performance as well as to find out what you can do to offer greater value and service for your customers. There are few survey companies that take as much time as we do in creating customer surveys that are customized. We utilize a proven process for creating customer surveys that generally involves ten unique steps. This process assures you that you will get actionable results which are aligned with your business planning processes.

It all starts with a well-designed Customer Satisfaction Measurement and Management System.

Learn more about our Customer Value Analysis

Our approach surpasses other methods of measuring customer satisfaction. Our customer satisfaction survey methods and tools permit not only an assessment of your customer satisfaction but also provides in-depth competitive comparisons and detailed customer value analysis. This value analysis includes:

• Market-perceived Performance Profile
• Performance Improvement Profile
• Price/Value analysis
• Customer Value Analysis
• Competitive Profiles by Market, Products, Job Titles, and Target Markets

Customers frequently place a premium on superior customer service. Customer service surveys generally focus entirely or for the most part on servicing characteristics, such as quote response times, availability and responsiveness of inside sales, and effective complaint management. Frequently customer service surveys are transaction based surveys (see below).

TRUST AND CONFIDENCE

Quality Solutions, Inc. has provided state of the art methods to assess customer satisfaction for companies throughout the world. Our team of seasoned professionals provides you and your customers with market research methods that respect the needs and demands of time, cost and results. Quality Solutions, Inc. proven processes are benchmarked after the winners of the Malcolm Baldrige National Quality Award and other market driven companies recognized as best in class. Our methods ensure that your system will go beyond the mere measurement of satisfaction and include detailed information concerning the drivers that influence customer loyalty and retention. We specialize in providing state of the art tools to measure and monitor customer value analysis.

Our Customer Satisfaction Measurement and Management System coupled with our world-class Balanced Scorecard System not only guarantees that you will meet the requirements of the standard, you will do it in a way that provides your management team with state of the art tools to support your Management Review, Continuous Improvement and Planning Processes.

Our systems can be scaled to meet the requirements of your company regardless of size or business type. Pricing is flexible based on the scope of the services and analysis performed. We make it easy to comply with the requirements of the standards in a cost and business effective manner. Our partnership with Corporate Translations, Inc. enables our clients to have their surveys translated into 70 or more languages.

 

METHODOLOGIES

The following processes can be used to support customer satisfaction surveys, competitive analysis or benchmark studies, call center customer satisfaction surveys, brand awareness studies, customer value analysis, and other forms of customized market research.

Telephone Surveys

Frequently used in business-to-business research, this process provides greater validity and integrity in the results since the sampling process can be controlled. Significantly more information on competitors and non-customers can be attained. This process provides more depth and breadth to responses.

Mail Surveys

Best used among loyal customers or target groups such as distributors, carriers, members, or very loyal customers. This process may also be used in conjunction with telephone surveys.

Transaction Based Surveys

Time based or dependent, these surveys are excellent for service companies or service functions. The survey may be written/mail, Internet or telephone. This type of survey is used extensively to provide feedback on the effectiveness of customer service representatives and call center service performance. Few survey companies have the tools and capabilities to support high volume transaction based surveys.  We have supported clients with over 20,000 call center transactions weekly.

Online Customer Surveys

Online Surveys provide companies with on-going customer feedback in support of a variety of initiatives. Quality Solutions, Inc. provides a complete Internet survey solution from survey design to hosting the survey and detailed reporting.

Personal Interviews

Typically utilized when the customer base is small and the results will be used to develop “customer” driven plans rather than market driven. Typically used to survey executives. Whenever personal interviews are conducted, a senior member of our staff is utilized.

Focus Groups

Best used to gather information on market trends and drivers. Often used prior to conducting an extensive quantitative assessment or as a means of following up with target groups to gather additional information in support of creating market driven responses.

Our customer satisfaction survey processes are benchmarked after the winners of the Malcolm Baldrige National Quality Award and other market driven companies recognized as best in class.

Knowledge is power

To win, your management team needs to know more than your competitors do about:

• The drivers of customer satisfaction and their relative importance
• The relative importance of buying criteria
• The "value drivers" that influence the price/value relationship
• How you stack up with your competitors
• Future customer requirements and performance expectations