Services

Customer Survey

Markets are always changing and companies constantly need to keep an eye on their competitors and see how they are developing their products and services in order to not lose ground in the market and lose customers. In an ever changing world, concepts such as customer loyalty, additional sales and customer relations becomes all the more important. Maintaining and taking care of existing customer relations can have a larger influence on company profitability than only working on attracting new customers.

We call the perfect customer “Core customer” and it is the share of core customers we measure in our customer surveys. Apart from the “Core customer” we also present a Satisfied Customer Index (SCI), which is done through a process in the questionnaire where different question areas mirror different aspects of a company’s way of attracting new as well as taking care of existing customer relations.

By using a statistical analysis we can show which questions/question areas that have the largest influence on overall customer satisfaction as well as showing which areas you should focus on in order to improve customer satisfaction and increase your profitability.

 

How do we work?

  • Exploratory study
  • Questions
  • Data collection
  • Analysis & Report
  • Presentation
  • Measures
  • Follow up
  • 15 years experience in surveys
  • Cost effective
  • Responsive and committed employees
  • Reports that are easy to understand
  • Solid statistical analyses

The survey process

 

Exploratory study

What is the result going to be used for? How and who will use the result? We will look at your organizational structure to ensure that the reporting will be correct and adapted to fit the needs of the departments who will work with the result.

Questions

We will create a set of questions based on your organisation’s biggest challenges and efforts and which areas that you want to receive feedback on from your customers. The questions are built as statements that are answered on a five graded response scale.

Data collection

The data collection is done in a way that is most suitable for your organization; via e-mail, www, paper or over the telephone.

Analysis & Report

The result is compiled and presented in clear and easy to understand charts. You will receive measurable and concrete values, which makes it easy to follow the work on improvements. The result is analyzed to demonstrate statistically significant correlations and differences. That way we ensure that your work on improvements is focused on what’s important in your specific organization

Presentation

We present the result and highlight the strengths and weaknesses prevalent within your organization according to the customers. The presentation is done in different rounds depending on what is most suitable for your organization. We could for example go through the result with your Marketing- or Communications department and then present the result for the management group and employees.

Measures

We provide work material directed towards both managers and employees. The purpose is that the working team, with our analysis as a basis, will take a look at their organization and decide which improvements that are needed in order to reach their potential in terms of customer satisfaction.

Follow up

Depending on your organization and needs we recommend that the customer survey is repeated in the near future (for example within 12 to 18 months) in order to see how much effect the work on improvements has had on the result.