Employee Surveys
Customer Surveys
- Customer Satisfaction
Enterprise Surveys
Industry/Sector Surveys
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Customer Satisfaction Surveys
Customer Opinion Surveys
Gain Information and Insight for Increasing Customer Engagement,
Customer Satisfaction, Company Growth and Profit
Your business and consumer customers have a wealth of information and insight about what it is like to be a customer of your company. Many of your customers are also customers of your competitors.
Your customers know what can be done to improve your company's quality, products and services, customer service, communications with customers and other criteria important to achieving total customer satisfaction and loyalty.
While most companies are aware of the need to take action and make improvements to become more competitive, they often miss important hidden actions that can really make a difference for customers. That's where Quantisoft's customer surveys come in, uncovering the hidden information you need to compete more effectively.
Compelling need for customer satisfaction surveys/customer opinion surveys
Customer satisfaction surveys and customer opinion surveys provide the information and insight you need to keep existing customers and attract new customers. Here are compelling reasons demonstrating the payback from customer satisfaction surveys (CSAT surveys):
- It costs 5 to 10 times more to attract new customers than it costs to keep existing customers
- Most dissatisfied customers don't complain directly
- But when customers are dissatisfied, they all complain to friends and business associates
- Some dissatisfied customers remain as customers, but buy less
- Other dissatisfied customers leave…they become customers of your competitors
- Loyal customers buy more and recommend your company, products and services to friends and business associates
Product, Sales, Service, Psychological and other Factors Driving Customer Satisfaction and Sales
- Your customers behave, act, purchase and recommend based on their experiences, what they are hearing, how they feel and what they believe about your company, your products, your employees and your sales and service execution. Quantisoft understands the company, product, psychological and other factors that drive customer satisfaction and behavior.
- Quantisoft's customer opinion surveys and customer satisfaction surveys are created with the important psychological factors that drive customer behavior and employee performance in mind. We have the experience and expertise to design customer surveys and analyze customer perceptions and information that assist your organization in attracting new customers and creating loyal, satisfied customers that give you more of their business.
Annual Customer Satisfaction Survey (CSAT Survey) Process
Gathering Customer Opinions, Perceptions, Expectations and Needs
→ Then Taking Action to Increase Customer Satisfaction, Customer Loyalty and Trust, Sales and Profit
Types of Quantisoft Customer Satisfaction Surveys (CSAT Surveys)/Customer Opinion Surveys
Gather actionable information and insight from customers around the corner, across the country and around the world:
- Customer satisfaction surveys customized to your company's industry, customers and special business considerations
- Pulse surveys providing timely trend information
- Periodic customer opinion surveys (e.g. semi-annual or annual) providing feedback about customer satisfaction with various aspects of their experience with your company
- Transaction and incident surveys providing feedback on how well specific customer purchase, service and other transactions were handled
- Customized customer surveys to meet your organization's special information/feedback needs
- Internal customer satisfaction surveys providing information on satisfaction with internal and outsourced services including IT, HR, accounting services, facility services, procurement services, etc.
Customer Satisfaction Survey/Customer Opinion Survey Metrics
Customer satisfaction survey ratings provide a clear picture of current and ongoing levels of performance and satisfaction. Customer comments and suggestions provide highly actionable information and insight for achieving breakthrough results.
Customer survey metrics include the following and other service, sales, performance and customer focused criteria, depending on the type of customer survey being conducted and the industry. Our surveys focus on assessing the whole customer experience, at all points of customer contact:
- Product and service features, styles, efficacy, competitiveness, quality and reliability features, styles, efficacy, competitiveness
- Customer awareness and satisfaction with products and services
- Product and services pricing
- Marketing and advertising effectiveness
- Customer loyalty/likelihood of retaining customers
- Company image/company and product reputation
- Pricing competitiveness
- Customer engagement
- Willingness of customers to recommend your company, products and services
- Ease and time required to contact a service representative with inquiries and problems
- Waiting time
- Timeliness and effectiveness of problem resolution
- Courtesy/attitude/professionalism/knowledge/responsiveness of sales and customer service staff
- Creativity of people
- Communications effectiveness
- Availability, effectiveness, empowerment of sales and service staff
- Satisfaction with and effectiveness of sales, field service and customer service
- Web site, call center and customer self-service availability, access and effectiveness
- Satisfaction levels of customers sorted by their demographics
- Satisfaction levels of customers sorted by your company's demographics (location, sales and service representative, etc.)
- Satisfaction with access and hours of operation of sales and service locations
- Satisfaction with the sales and service environment and policies
- Timelines in meeting deadlines
- Usefulness/ease of use of company website
- Handling product returns
- Product shipping
- Customer purchasing experience
Benefits of Quantisoft's Customer Satisfaction Surveys/Customer Opinion Surveys
Quantisoft's customer satisfaction surveys and customer opinion surveys generate significant bottom-line benefits and a very strong payback:
- Learn what it takes to achieve breakthrough increases in customer satisfaction, loyalty, and retention
- Gain insight for attracting new customers
- Identify cross-sales opportunities
- Discover ideas for new products and services
- Manage moments of truth more effectively
- Gain insight for prioritizing performance improvement initiatives and projects
- Make significant improvements in customer service and sales attribute performance including timeliness, professionalism, courtesy, knowledge, communications with customers, problem resolution effectiveness, etc.
- Improve communications with customers
- Enhance customers' experience with your company
- Increase service quality and productivity
- Make better, more objective decisions based on customer feedback
- Identify problems and opportunities by location, communication channel, and other criteria
- Identify and fix recurring problems impacting customers
- Send an important message to customers and employees that management cares about customers and their opinions
- Become more competitive
Your Employees are a Very Critical Driver of Customer Satisfaction
During a CNBC interview Home Depot's CFO Carol Tomé was asked if Home Depot has been focusing on and improving customer service. In recent years there was a perception that customer service had deteriorated as compared with Home Depot's earlier years. Carol said they definitely have been working on improving customer service and that you can always improve further. Home Depot's customer satisfaction problems are not unique to them. Most business have significant problems satisfying, attracting and keeping customers.
Carol Tomé said "if we take care of our Associates (Home Depot's employees), they will take care of our customers. Home Depot knows that their customers can shop at Lowes and other competitors and that Home Depot needs to earn their customers' business."
Maximizing Customer Satisfaction and Loyalty
Customer satisfaction surveys (CSAT surveys) play a key role in identifying sources of customer satisfaction and dissatisfaction, and defining customer requirements of your company.
Quantisoft also conducts customer service surveys, assessing customer service levels and customer satisfaction with face-to-face and call center customer service. If your company is experiencing a significant number of customer complaints, is having difficulty resolving customer problems, or if you are experiencing significant customer attrition, conducting a customer service survey or a call center customer service survey is an effective way to identify the specific causes of your customer problems and solutions for significantly improving customer service levels.
The following diagram presents the relationship between identifying customer requirements and then putting in place products and services that meet customer requirements. Providing customer service that meets or exceeds customer requirements is a critical part of achieving consistently high levels of customer satisfaction and loyalty. Conducting a customer satisfaction survey (CSAT survey) annually or more often is the most cost-effective way to ensure that you are keeping up with identifying ever changing customer requirements and learning directly from customers about how satisfied they are with your products, services and customer service.
Process for Maximizing Customer Satisfaction and Customer Loyalty
Getting the most value from a Customer Satisfaction Survey (CSAT Survey)
Quantisoft focuses your CSAT survey questions on gathering important actionable information and perceptions. We provide guidance for asking questions about things that enable your organization to become more competitive and to attract and keep more customers.
View a sample Customer Satisfaction Survey (CSAT Survey)/Customer Opinion Survey:
Please go to the following URL to view a sample customer satisfaction survey/customer opinion survey. This sample survey assesses customer satisfaction with a customer service center. Other customer satisfaction surveys are much more extensive and include questions about products, marketing, service, sales staff, and other issues listed above under Survey Metrics. The customer survey and demographic questions can be tailored to meet the needs of your organization:
Information about IT Customer Satisfaction Surveys:
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