Customer Surveys
How do you attract new customers at the same time as improving the loyalty of existing customers?
Effective performance measurement and tracking of customer KPI's via customer satisfaction surveys and customer feedback systems are a very important starting point.. After all if you’re not getting good feedback from customers, you can’t be objective about how you need to improve and stay ahead of the game.
Robust customer service measurement starts with good research content and data collection methods. However, these will count for nothing unless you have fast and effective delivery of results, and an action planning focus and system.
Survey Solutions can help you build a customer feedback system that is
- Relevant
- Immediate
- Targeted
- Actionable
with a focus on three main areas:(click sub-heading to expand section)
Customer Advocacy
Also known as Net Promoter, this model links customer advocacy with long-term business growth. Depending on how likely customers say they are to recommend you, their responses are either classed as:
- Promoters
- Passives
- Detractors
Subtracting the percentage of Detractors from the percentage of Promoters produces your Net Promoter ‘score’, but it also means you can profile Promoters and Detractors, and see what factors are most driving customers in either direction.
Online Reporting Portals
For your customer survey programme to be effective, your feedback needs to be fast, accurate and meaningful so action can be taken quickly.
By offering dynamic online reporting, our modular research tools can be tailored to your needs to provide deep analysis of customer feedback.
More and more clients are discovering the sheer power of effectively targeted online reporting, especially in larger and more complex organisations.
Please email us to request a demo.
Action Planning
Through the development of Action Planning Tools that fit on to our Client Reporting Portals, you can create your own action plans and provide senior management with a clear overview of all the customer service improvements being actioned within your organisation.
Over the past two years, we have worked with leading-edge companies like Wincanton, Nuffield Health and Harrods to develop online systems that drive action planning from customer and employee surveys – including Net Promoter-based surveys.
As always, the key is to ensure that customer feedback is understood and acted upon promptly, leading to higher customer satisfaction that in turn feeds improved profitability and ROI.
The easy dashboards that form an integral part of our systems deliver the essential accessibility AND action focus right there on your managers’ desktops. They actually like using them, which is half the battle!
Contact us today to understand more about our accessible, immediate and actionable Customer Survey and delivery systems.
Best Practice Customer Feedback: 6 Stage Plan
Our 6-Stage Plan to building a world class customer feedback programme gives more detail and guidance if you need to build a customer survey or customer feedback system from the start. Read more