Customer satisfaction surveys are an essential listening tool that can yield information about customer expectations, customer experiences, customer satisfaction and strategies for improvement. To stay competitive, organisations must collect and understand information, make informed business decisions, reduce customer dissatisfaction and develop programmes to retain customers
Customer Research |
Re-contact Research | Customer Satisfaction Surveys
Did you know!
- It costs about five times more to acquire a new customer than to retain an existing one.
- A 5% increase in loyalty can increase profits by 25%-85%.
- A dissatisfied customer will tell nine to ten people about an unhappy experience, even more people if the problem is serious. Detractors.
- Satisfied customers tell five other people about their good treatment.
- 31% of customers who experience service problems never register complaints, because it is "too much trouble", there is no easy channel of communications or because they believe that no one cares.
- Loyal satisfied customers are more apt to recommend a company, providing word-of-mouth advertising, the most effective and least expensive sales promotion there is. Called Protractots or Net Promoters
- A very satisfied customer is nearly six times more likely to be loyal and to repurchase and/or recommend your product than is a customer who is just satisfied
Often companies implement client / customer satisfaction survey programs internally, however they often fail to deliver any real value due to the adhoc nature of their administration, lack of knowledge and dedicated and skilled resources. Also a great deal of value is attained over time and through continuity. Many of our clients outsource their Customer Satisfaction Program to SRD Group so that they can focus on their business and implementing or acting on the recommendations or reports that we provide them. We work for organisations in New Zealand and around the globe including the US, Australia, and the United Kingdom. The value that we provide is the skills, knowledge of our people and, being based in New Zealand, the cost of doing business and exchange rates often work in the favour of our overseas clients.
SRD Group’s web based Customer / Client Satisfaction Survey Program can include the following:
- Methodologically sound Customer Satisfaction/Experience survey consulting that asks the right questions
- Building and sending pre-survey communications in latest email marketing technology
- Building in an innovative application that enables us to send tailored and personalised surveys to your customers email inbox
- Administering and managing the entire survey process from inception through to the output of results – including well structured reminders
- Development of easy to follow reports
- Recommendations for improving the Customer Experience
- Enhanced and in-depth analysis that is focused on action orientated outcomes
We also conduct Customer Satisfaction Programmes via Hard Copy, Phone, Face to Face, Focus Group, On line Surveys / Web Surveys or Mystery Shopping.
Please
contact us for more information.
