Customer satisfaction survey
In order to be relevant to your customers it is important to constantly monitor the their needs and wishes. The satisfaction of your customers is essential. This can be monitored with a customer satisfaction survey. Quelsa’s customer satisfaction survey provides insight into the satisfaction of your customers relative to your organization.
Why a customer satisfaction survey?
Why would you, as a company or organization, have a customer satisfaction survey carried out?
- Satisfied customers are positive about your organization towards potential customers and partners.
- Satisfied customers remain loyal to your organization; it improves customer retention.
- Satisfied customers are willing to pay more for added value that your organization offers.
Satisfied customers
A customer satisfaction survey means measuring customer satisfaction. Only if you know and understand how your customers feel about your products, services and organization, you can work on increasing customer satisfaction. Attracting new customers costs more money and time than maintaining your current customers satisfied. Quelsa helps you to gain insight into the satisfaction of your customers through a customer satisfaction survey. By conducting a survey on customer satisfaction more frequently, you have more insights and it helps you to be more in control of the processes which influence customer satisfaction. You will also discover whether important internal and external changes influence the satisfaction of your customers.
Research method
When conducting a customer satisfaction survey, Quelsa will work with you to determine the most suitable way of gathering information. We draw up a questionnaire together with you from which we measure customer satisfaction. A customer satisfaction survey can be conducted online, by telephone or in writing, or a combination. It is also possible to carry out an anonymous survey of customer satisfaction, this increases the reliability of the research.
Have you previously carried out a customer satisfaction survey? Quelsa takes these results into account. You can see customer satisfaction in the long term.
Conclusions and recommendations
After the research you’ll get a report with conslusions and recommendations. With these recommendations you get useful tools and you can immediately start working on increasing customer satisfaction.
Possible components of customer satisfaction survey
- Through the Net Promoter Score, Quelsa helps you identify three groups of customers: the promoters, the passively satisfied customers and the critical customers.
- An important part of a customer satisfaction survey is customer loyalty. Loyal customers speak positively about your organization and recommend you to others. It’s also interesting to know that loyal customers are prepared to pay more for the added value that your organization offers. These aspects are shown in a loyalty model. In this model you can see for which customers you can improve the customer satisfaction.
- With the help of the regression analysis, Quelsa shows various factors of customer satisfaction. You have a clear overview of all aspects of customer satisfaction and which components are important to make changes to.
- How satisfied are your internal customers, your employees? How do your employees appreciate your organization? These questions are addressed in the so-called mirror study. In this study Quelsa reflects the results of the customer satisfaction survey with the expectations of your employees. This analysis shows how satisfied your customers are.
- You can combine a customer satisfaction survey with an employee satisfaction survey. We’ll summarize the results of the two studies, giving you a clear picture of where your organization has improvement points.
In the end you will receive a report which, in addition to hard figures, also contains conclusions and recommendations that you can use immediately. In this way you have useful tools to improve customer satisfaction.