Quantisoft -- Customer Satisfaction/Opinion

Customer Satisfaction/Opinion Surveys

Gain Information and Insight for Increasing Growth and Profit

Your external and internal 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/opinion surveys

Customer satisfaction 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:

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

Types of Quantisoft Customer Satisfaction/Opinion Surveys

Customer satisfaction surveys customized to your company's industry, customers and special business considerations
Pulse surveys providing timely trend information
Periodic 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/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 and performance criteria, depending on the type of customer survey being conducted and the industry:

Customer loyalty
Company image
Competitive position
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 of problem resolution
Courtesy/attitude/professionalism of sales and customer service staff
Knowledge of customer contact staff
Creativity of people
Communications effectiveness
Empowerment of sales and service staff
Effectiveness of problem resolution
Product and service quality and reliability
Customer awareness and satisfaction with products and services
Effectiveness of individual customer contact/service employees
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 service environment and policies
Timelines in meeting deadlines

Benefits of Quantisoft's Customer Satisfaction/Opinion Surveys

Quantisoft's customer satisfaction/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

Maximizing Customer Satisfaction and Loyalty

Customer satisfaction surveys play a key role in identifying sources of customer satisfaction and dissatisfaction, and defining customer requirements of your company.

View a sample Customer Satisfaction/Opinion Survey:

Please go to the following Internet URL to view a sample customer satisfaction/opinion survey. The survey and demographic questions can be tailored to meet the needs of your organization:

http://www.quantisoft.com/surveys/CustSat.htm

Please contact us to receive a free, no obligation proposal and price quote.