Customer Satisfaction Surveys
Innovative survey processes for a competitive edge
While building and analyzing customer satisfaction surveys may look easy, it is actually common for surveys to be developed incorrectly which of course results in misleading or wrong conclusions. Done correctly however, and you can gain a competitive edge in an increasingly challenging economy.
Our process and team of PhD Statisticians and Marketing Research experts brings over 30 years of experience in survey development and analysis. Our comprehensive services cover all the quantitative parts of the entire survey process.
Define what you want to measure in your survey
The foundation of a good survey is the definition of what you want to measure and why. The results and conclusions of the survey should be actionable. Our process begins with an in depth consultation to formulate specific objectives that can be measured through a customer satisfaction survey.
Whether it is transactional based surveying such as sales calls, critical performance attributes of products or services, or brand satisfaction, we can help you specify and narrow the goals of the survey to ensure appropriate results.
Next we develop the survey by formulating the questions, answers and survey size. Our years of experience and quantitative analysis of thousands of survey questions allows us to quickly and accurately formulate the questions needed to achieve the objective of the survey.
Develop the Survey Sampling Plan
In the third step of our process we assist you in identifying the sample group and sample size of the survey. Some quantitative analysis techniques require a certain sample size to provide accurate results. The confidence level and margin of error are also considerations in determining appropriate sample size.
Survey implementation involves choosing choosing a survey delivery method that best fits your customer profile, and determining the optimum time to perform the survey.
There are many options for delivering surveys including online, telephone, mail, on site, focus groups etc. In addition, the timing of your survey is important. The feedback a customer provides immediately after using your service or product may be quite different if you attempt to get feedback after some time has passed.
Survey pilot testing
In order to ensure good results, it is always important to run a small test before rolling out the main survey. This allows you to analyze the questionaire design to ensure it is delivering expected results. Our team helps define the pilot test parameters, choose the pilot test size, the customer group to be tested, and analyze the results. We then make any changes necessary to the final survey.
Survey Data Analysis and Conclusions
Interpreting the survey data and drawing correct conclusions is one of the biggest "gotchas" in customer satisfaction surveys. It is important not only to select the correct techniques to analyze the data but also have expertise in using the techniques. Our team of statisticians have the education and experience to ensure your results are analyzed appropriately and conclusions that much the results.