Customer Satisfaction Surveys | Online & Telephone surveys - Quality Solutions Inc
Customer Satisfaction Surveys
What do you need? How is your business structured? How will the information be shared? How are you going to use the results? Supplied with actionable information are you prepared to take action? These are the first questions we ask when sitting with you to design an effective customer satisfaction measurement and management system.
Customer satisfaction 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.
We will also assess brand awareness and image of your company and each of your competitors. The results of these studies can be used to support your marketing efforts as well as support strategic planning.
Quality Solutions’ approaches surpass other methods of measuring customer satisfaction. Our customer satisfaction survey methods and tools permit not only an assessment of your customer satisfaction but also provide in-depth competitive comparisons and detailed customer value analysis. Our telephone interviewers are regularly complimented for their ability to make your customers comfortable in providing specifics regarding each of our client’s competitors.
Typically our relationship surveys will measure:
- Overall satisfaction
- Product-level satisfaction (quality, performance, reliability, etc)
- Service-level satisfaction (responsiveness, quote turnaround time, problem resolution responsiveness, etc)
- Importance vs. satisfaction
- Timeliness of delivery (On Time Delivery, Product or Service Availability, Lead Times, etc)
- Customer service process satisfaction
- Warranty, repairs, returns and exchange process
- Competitive comparisons for each of the above
- Interest in new potential products and services
- Qualitative feedback using a series of open ended questions
Our surveys go beyond the measurement of customer satisfaction to include:
- Likelihood to recommend using the Net Promoter Score process
- Brand Loyalty and Preference
- Buying Criteria
- Likelihood to repurchase
- Price / Value Analysis
Methodologies for Obtaining Customer Feedback
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
Still the most common and effective means of gathering quantitative and qualitative customer feedback which includes competitive comparisons. When relatively small sample sizes are involved it is the most reliable method of assuring statistically valid results. We have a professional call center staffed in the United States. Our professional interviewers receive training on your company, its products, your competitors, and key issues related to your industry. - Online Surveys
Most effective when the relationship with the customer / consumer is frequently online. Very effective when surveying a large customer base and when time and cost considerations are factors. Online surveys can be supplemented with phone surveys so as to assure appropriate sampling. See our Online Survey Solutions. - Mail Surveys
Used when respondents are not frequent users of the internet. Commonly used when there is a large elderly population. Clinics, rehabilitation centers, and hospitals frequently use mail surveys to obtain customer feedback.
Research Objectives
- Relationship or Strategic Surveys
Relationship surveys are typically conducted once or twice a year. The research looks at the big picture and supports a relationship management model to drive sales growth and profitability. See Relationship and transactional surveys. - Transactional Surveys
Event driven surveys are excellent for companies and organizations with many customer transactions and interactions which influence individually or collectively customer satisfaction and loyalty. The survey results can be collected in any manner. For more information see Relationship and transactional surveys.
Knowledge is power
To win, your management team needs to know more than your competitors do about:
- The drivers of customer satisfaction and their influence on purchase / repurchase intentions
- The drivers of customer loyalty, customer retention, and sales growth
- The "value drivers" that influence the price/value relationship
- How you stack up with your competitors
- Future customer requirements and performance expectations
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 and our partnership with Corporate Translations, Inc. enables our clients to have their online surveys translated into 70 or more languages.