Customer Satisfaction Surveys

Customer Satisfaction Surveys

Exponentially increase the value of your mystery shopping data by pairing it with a direct customer satisfaction polling for unparalleled insight into your company’s performance – its like looking into the “right and left brain” activity of your company.Your customer’s smart phone surveys have a story to tell! Easy to set up, Service Performance Group will deliver low cost high quality subjective customer surveys.

 

 

We will:

  • Develop the survey design
  • Add your survey questions
  • Add locations
  • Add scoring for each question
  • Include a coupon to incent customers to take your survey
  • Provide you web links and QR codes to place in your stores or on your sales receipts
  • View your results online for the entire chain with summary reporting that allows drill down reports for each location
  • No contractual commitment

Customer Satisfaction Surveys

Your customers smart phones have a survey story to tell! Service Performance Group will deliver low cost high quality subjective customer surveys.

We will:

  • Develop the survey design
  • Add your survey questions
  • Add locations
  • Add scoring for each question
  • Include a coupon to incent customers to take your survey
  • Provide you web links and QR codes to place in your stores or on your sales receipts
  • View your results online for the entire chain with summary reporting that allows drill down reports for each location
  • No contractual commitment

Benefits of a well-designed and deployed Satisfaction Survey:

  • Identify singular and trending issues
  • Reward superior associate performance
  • Keep current with your customers preferences
  • Your finger is always on the pulse of your customer base via survey data
  • Nurture brand loyalty through learning likes and dislikes
  • Extensive reach, enabling you to gather data from large audiences
  • Advanced reporting features, allowing for easy analysis of results
  • User anonymity and privacy
  • No time pressure as respondents can answer when convenient

When designing a customer satisfaction survey, Service Performance Group will help you avoid the pitfalls that will prevent your survey from delivering quality data from you which you will make decisions and take action. Below are three common mistakes related to the surveys preparation, deployment of surveys and individual customer follow up when required.

Do not make the survey too long:

Respondents’ time is valuable so do not discourage them with too many questions.

Ignoring an unhappy customer:

It’s a tough assignment however, if you offer that you will contact the respondent if they choose and you do not, you are opening your brand up to many negative comments via Yelp and other public forums. If your point person for responding to customer complaints is on vacation or sick, make sure someone is cross-trained to seamlessly take on this important contact responsibility in a timely manner and empower them to resolve issues.

Make your questions easy to understand:

Avoid asking a double-barreled question that touches on more than one issue but only allows for one answer. It is one of the most frequent mistakes when designing a survey. For example, “How often and how much time do you spend shopping during the week?” This question should be split into two separate questions – “how often do you shop” and “how long do you spend shopping” so that you receive accurate data in your results.