Client & Customer Surveys

  • What are client & customer surveys?

    • surveys that seek the opinions of and/or levels of satisfaction of an organisation’s clients and customers
    • often, but not always, done in the form of a paper or, more commonly nowadays, electronic questionnaire, which asks the customer to rate the organisation on a number of key factors
    • answers can be sought on a given scale (e.g. 0-5, poor/excellent satisfied/dissatisfied, agree/disagree) or in the form of written opinions/suggestions in answer to more open-ended questions
    • alternatives to paper/electronic questionnaires are

    – telephone surveys – either scripted (like the questionnaire, only the questions are asked either verbally, by a person or an automated system, or sent as text messages) or semi-scripted (areas to explore are specified, but the questions are open-ended, with the flexibility to result in a a two-way dialogue and can only be asked by a person)

    – face to face interviews with individual customers

    – group feedback sessions with a number of customers and one interviewer/facilitator

  • What are their benefits?

    • surveys help you to understand the customer’s requirements and how they perceive you to be performing in relation to those requirements, both now and for the future
    • understanding your customers enables you to set marketing strategies for differing customer groups, so that existing and future products or services can be targeted accordingly
    • properly analysing and using the survey results will lead to more satisfied and loyal customers, who will continue to use your goods or services and can also help you identify potential new customers
  • How we can help you get totally open and honest opinions from your customers

    You may think you know what your customer needs, but how do you really know what the alternatives are and how you measure up against them? The truth could surprise you! Reliant on customer or client willingness to be completely open with you, having an independent third party gather and analyse the feedback can be invaluable in gaining a totally honest opinion. We have experts in the design, implementation and analysis of Client & Customer Surveys and can help with –

    • identifying the most appropriate form of survey, whether this be by paper or electronic means or even by telephone or face to face interview
    • survey design – every survey we design is tailor-made for each organisation we work with and, if appropriate, for different customer sectors and segments, using input from the organisation’s own customers (although sometimes some standard questions may be required to enable industry and competitor benchmarking)
    • running the survey, including any issuing and collation of questionnaires, telephoning or interviewing, plus helping you analyse and interpret the data collected
    • alternatively, running a workshop for your organisation to show you how to design and use Client & Customer Surveys effectively

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  • Related pages

     

    Excellence & Assessment frameworks

    ISO 9001 – the Quality Management Systems Standard

    Continuous Improvement

    Balanced Scorecards

    Employee Perception Surveys

    Training