Transaction and relationship customer satisfaction surveys - Quality Solutions Inc
Transaction vs. Relationship Surveys
Transaction Based Surveys
Transaction based surveys can be performed using our call center (telephone surveys) or using our Online Survey Solutions software. Transaction based surveys are conducted whenever you want immediate feedback. Our approach to designing your process begins with an assessment of the customer touchpoints influencing the customer experience.
Transaction based surveys unlike relationship surveys focus on the immediate. Transaction based surveys can be used in conjunction with a customer retention and recovery process. Call center performance can best be monitored for effectiveness using the transaction based survey approach. Retailers can maximize the customer experience through effective transaction based surveys.
Technical support, help desks, and sales functions all have the common elements of volume and emotion. The ability to secure feedback in a timely manner can and will directly impact your sales and profitability.
We can interface with any CRM system. This capability allows us to avoid asking your customers questions which are already known within your CRM system. We are able to consider each type of interaction along the various customer touch points. Because of these capabilities, it is not uncommon for any client to have multiple surveys being conducted which are customized to the type of interaction.
Our systems and protocols avoid any customer being over-surveyed or tagged with multiple surveys. Our systems will track who has been invited to give feedback, when they were invited, and when it would be appropriate to invite feedback again.
Your report cards and custom dashboards can easily be downloaded and quickly shared at all levels of your organization.
- Escalation Process
Whenever we identify a situation where a customer has experienced poor service or product failure we will immediate notify a designated client representative to take corrective action. Our goal is to help you turn an unpleasant customer experience into a positive situation that positively impacts the long term relationship. - Actionable Information
Transaction based surveys provide a wealth of actionable information. This information can be used to support training of customer service personnel and technical support staff, assessment of policies and procedures, and target infrastructure shortcomings. - Closing the Loop on the Feedback
Our professional consultants will help you develop the internal resources to conduct successful follow-up interviews with “customers at risk”. This recovery process includes review of policies and procedures that negatively influence customer satisfaction and loyalty.
Relationship Surveys
Relationship surveys are more strategic in nature whereas transaction based surveys are more tactical. Relationship surveys are typically longer than the transaction based survey. Whenever a company wants extensive competitive comparisons incorporated into their study we recommend using a relationship survey. The relationship survey will typically provide feedback based on the entirety of the customer’s experience with your products and services.
Our professional team of experts will walk you through the process of designing and developing a successful strategic customer satisfaction survey that can be supported by internal process metrics or KPIs to develop an integrated customer satisfaction measurement and management system.
The relationship survey typically will go beyond the simple assessment of customer
satisfaction to include:
- Assessment of Buying Criteria
- Assessment of brand recognition and loyalty
- Assessment of Distinctive Core Competencies (yours and your competitors)
- Net Promoter Score - likelihood to refer to others
- In depth qualitative feedback
Actionable and profit improvement results
For every percent increase in customer retention typically a company will realize a three percent increase in profits. Your executive report will describe what needs to be improved and by how much. Our customer satisfaction improvement planning tools have helped companies realize a 30% increase in customer satisfaction and sales.
Like the transaction based survey, your strategic customer satisfaction survey can include assessment of your Net Promoter Score and also include benchmark comparisons. Using the NPS process we can track how individual transaction based survey results and your Key Performance Indicators are influencing the strategic relationship you have with your customers.
Our reporting of results is always customized around how you manage your business. We understand the need to get the right information into the right hands to drive improvement. We will never stand back and wait for a request for more information or segmentation. Our research design process factors in how you intend to use the results from day one.
Quality Results begin with Quality Solutions. Contact us today about or Transaction Based and Relationship Surveys.