Your most unhappy customers are your greatest
source of learning.
Measuring Customer Satisfaction
Customers are becoming ever more demanding in their requirements and sophisticated in their expectations. High customer satisfaction is a primary driver of growth and an invaluable marketing and public relations opportunity. The measurement thereof must be a key performance indicator. Exceptional customer service is a valuable USP.
All our customer satisfaction surveys are custom made to reflect our client's requirements. Online, semi-automated surveys are appropriate for many businesses, whilst for others a more personal approach works best. For example we can assist you with the following:
- Produce and manage on your behalf online surveys for your clients to complete.
- Assistance in compiling the survey.
- Conduct individual telephone interviews on your behalf with key clients.
Following the interviews we produce a 'Customer Satisfaction Report' for each client. The data obtained is collated and a detailed Executive Summary provided, giving thorough, impartial analysis of your customers' experience, concerns, expectations and new business opportunities.
Specifically our Customer Survey Services will provide you with invaluable insight into:
- The customers you are most at risk of losing, and how to retain them.
- Identify new sales opportunities with these clients.
- 'Soft sell' other products or services the client may not be aware of.
- How to overcome the barriers to winning more business.
- The actions you can take to build closer customer relationships and win more business.
- Ways to maximise your strengths and address weaknesses.
- Build a sustainable competitive advantage.
- Identify improvements which will increase service efficiency and productivity.