Customer satisfaction survey

Is the customer experience good enough to keep the customers and get recommendations?

We use the customer satisfaction survey to determine the customers’ satisfaction in the customer relationship so that customer experience can be developed into a competitive advantage.

Customer satisfaction survey verifies the functionality of the company and its products with respect to the customer’s expectations. The survey will provide data on matters in which the customers are satisfied with the service process and the operation of the company, and any development ideas they may have regarding the service process. The survey approaches satisfaction from the customer group’s needs. How well are the needs of different customer groups met?

All data collection methods are made available to select the best possible collection method or combination of methods for the target group. Result reports support development, and the results are easy to put to good use.

SURVEY TO DEVELOP CUSTOMER EXPERIENCE AND SATISFACTION INTO COMPETITIVE ADVANTAGE
Is the customer experience good enough to keep the customers and get recommendations?

We use the customer satisfaction survey to determine the customers’ satisfaction in the customer relationship so that customer experience can be developed into a competitive advantage. Feelback Group’s customer satisfaction survey benefits:

  • all data collection methods are made available to select the best possible collection method or combination of methods for the target group
  • reports support development, and the results are easy to put to good use.

 

IMPLEMENTATION OF DATA COLLECTION
All data collection methods are made available to select the best possible collection method or combination of methods for the target group. For the majority of customer groups, the best data collection method are telephone interviews. Web queries are the right option for large customer groups. We can perform even the largest national and international survey data collection.

CONTENT
The content consists of the following main points evaluated on a scale from 0 to 10:

  • Marketing
  • Sales and customer relationship management
  • Customer service/technical support
  • Service and maintenance
  • Products/services
  • Deliveries
  • Handling of claims
  • Pricing
  • Corporate image and competitiveness
  • Recommendation

NPS (NET PROMOTER SCORE) AS A COMPLEMENTARY METER
The NPS (Net Promoter Score) meter is used to complement the survey. NPS results provide extensive comparative and benchmarking data. NPS is currently the most widely used measure of customer experience. In addition to the NPS index, the overall results are composed of the open comments the customers use when justifying their rating. This way it is understood why some customers are willing to recommend the company and others are not.

REPORTS
The reports present the company’s strengths and development needs in a clear manner. The management is provided with a summary containing the key results and conclusions of the survey. People responsible for the development of specific areas will receive more detailed results from their respective area. For sales, we can compile appropriate segment-specific reports for customer relationship development. The results should be integrated into the customer-specific development work.

PROCESSING OF RESULTS AND DEVELOPMENT ACTIONS
Survey reports contain presentations and analyses of the results, as well as conclusions and further scrutiny of the key results. In the reports, the conclusions are processed so that the customer can easily make decisions on development actions based on the survey.