Customer satisfaction survey
Measuring customer satisfaction
Optimize resources with targeted actions and projects
Customer satisfaction surveys are an important indicator of the health of your company: for this reason, we recommend that you measure them periodically with this tool to identify areas of danger for your business.
Why Conduct a Customer Survey:
01
Prevent customer turnover and churn by detecting early dissatisfaction with products, services, customer support, and pricing.
02
Detect acceptance of new product lines and line extensions
03
Give your customers a service where they can freely express their satisfaction or dissatisfaction
04
Obtain ISO certification, which includes constant monitoring of customer satisfaction
The benefits of doing it with us
The process of building a satisfaction survey includes aspects that, if underestimated, invalidate the results collected. In particular
Customer satisfaction
It should be written in such a way as not to (unknowingly) influence the answers, and should include a warm-up section, a key questions section, and a final screening.
Distribution
The means of data collection should be as familiar as possible to the type of customer. We can collect data in person, with self-completed paper questionnaires, by telephone or online.
Analysis and reporting
Because we also have strategic marketing experience, our data reports are packed with marketing insights that can be applied to your business to improve satisfaction. We don't just provide data.
Our marketing agency is a market research institute Esomar and guarantees the highest international quality standards for the above-mentioned aspects.
How to request a free initial consultation
If you want to understand how to organize a customer satisfaction survey, contact us to get a first free feedback on the strategic aspects of your market research activity.
To do so, you can fill out the contact form, call +39 035 3058620 or use the site chat or book a free consultation call .
By writing to us you will be contacted within 24 hours, while with a phone call you will get immediate feedback.
Customer Satisfaction Survey
The term "customer satisfaction" refers to a series of techniques and strategies aimed at maximizing customer satisfaction, understood as a measure of the quality of a product/service.
When a customer is satisfied with a purchase, it gives rise to:
✱ Positive word of mouth (free and well-accepted advertising)
✱ Probable repurchase of the product/service
When they are not satisfied they generate:
✱ Negative word of mouth (very harmful)
✱ Brand Problems
✱ Low probability of repurchase
Here the focus is obviously on detecting customer loyalty and satisfaction, matching the commercial offer with customer requests and optimizing available resources with targeted actions and specific projects.
Satisfaction with the Company Relationship
Evaluate how customers are treated in terms of timing, financial aspects, etc.
Satisfaction with the Product/Service
It aims to improve and enhance the characteristics of products or services.
Main Function
The purpose of this type of market research is to identify which aspects of your products or services are not satisfactory for consumers and to identify areas for improvement.
Customer satisfaction should be analyzed after actual use of the product or service, since perceived quality is measured by comparing expectations before use with perceptions after consumption.
01. Research and Identification
Determine the criteria by which users evaluate quality, including rational and emotional variables that shape expectations about a product or service.
2. Reduction of Variables
Reducing the number of variables that emerge: choosing variables that maximize information.
Research Phases
Customer satisfaction surveys are an indirect tool to measure business performance, goal achievement, and conduct an overall company assessment. These surveys can be divided into two phases: qualitative and quantitative.
A. Qualitative Phase
B. Quantitative Phase
01. Sample Selection
Choose a representative sample that reflects the characteristics of the entire community. This ensures that the sample accurately represents the reference universe, considering various sociodemographic, geographic and temporal variables.
2. Creating the Questionnaire
Develop questions and select a rating scale. To measure satisfaction, focus on three sets of variables: desirability/importance, satisfaction, and overall opinion.
3. Method of Collection and Administration
Decide on the method for administering the survey, such as self-administered questionnaires, face-to-face interviews, or telephone interviews. Consider factors such as flexibility, cost, speed of response, sample control, and data quality.
4. Data Analysis
Compile the collected data into a report, including examining the discrete data, converting the data, summarizing the converted data, and making overall conclusions about the reference universe.
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Proven method that includes the most important metrics
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Benchmark with the competition
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Multidisciplinary qualitative-quantitative investigation
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Turnkey service
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Final report and control dashboard
About Us
We have developed a comprehensive approach to conduct your customer satisfaction survey and identify areas for improvement.
Depending on the size of the company, we perform a mix of in-depth interviews, CATI interviews and an online questionnaire to build a dashboard of perceived performance, also in comparison to the competition.
We organize customer satisfaction analyses for projects requested by parent companies, for quality control or for marketing offices in industrial and service sectors.