What can you learn from a Customer Satisfaction Survey?
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Customer perception
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Customer perspectives
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Your staff's actions - Positive an negative
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Clients thoughts and feedback
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Customers recollections
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Customers expectations
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Potential and existing clients disappointments
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Customer Satisfaction Survey can help you:
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Offer consistent service
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Deliver exceptional service
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Build trust with your customer
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Be professional
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Be reliable
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Be knowledgeable
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Be efficient
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Excellence in Customer Care can
best be defined as the optimization of customer satisfaction.
Numerous studies
have found that as much as 65% of a company's business comes from satisfied
customers. There is also sufficient evidence that a 2% improvement on customer
retention has the same impact on profit as a 10% reduction in overheads.
Furthermore, it
is more expensive to attract new customers than to retain existing customers. A
1% improvement in customer service can increase sales by the same portion. The
economic rationale for improved customer service is well established,
customer-focused companies out-perform less customer-focused companies.
Your customers
should be more than just satisfied and should feel that your company has gone
the extra mile to provide extraordinary service. These customers will determine
many companies' futures because they will return for future business, recommend
your company to their friends and colleagues and are likely to use additional
services provided by your company.
Revealing
Research's approach to
Customer Satisfaction Surveys is to adapt a "Customer Care" approach to the call. Our Researchers
will conduct the call in such a way that your customers are not fully aware
that they are conducting a survey but will disguise the call as a customer
care follow up call. We have experienced customers to be more receptive to
this method and tend to appreciate the effort you have gone through to
follow up with them to obtain their feedback as a valued customer.
Inevitably,
there may be an element of complaint handling during this process; our
Researchers are fully trained in complaint handling. Any complaints will be
redirected to the appropriate personnel within your company for action to be
taken.
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