What?
· Consumer Satisfaction
· Dealer Satisfaction
· Courtesy Calls
· Database Verification
· Mystery Shopper
· Market Research
Who?
· New Customers
· Dealer/Distributors
· Repeat Customers
· Prospective Customers
How?
· Telephone
· Fax
When?
· Post-Sale/Service
· Quarterly/Semi-annual
· Pre/Post Product Intro
Surveys
Telephone Surveys
Telephone surveys are considered the best method of surveying due to higher response rates than written surveys, with the added benefit of obtaining open-ended feedback. Our telephone surveys are custom designed to meet your specific needs. Survey responses can be any mix of qualitative categorizations, quantitative scales, such as one to four or ABCDF, and open-ended comment opportunities. In addition, we can easily incorporate complex branching of questions.
Operators are carefully trained on client objectives, the survey instrument, and population demographics. We monitor initial calls for accuracy, bias, and smoothness, and then make any final modifications necessary to effectively gather the vital data.
Mail and Fax Surveys
Mail surveys come in two forms: full page(s) and postcard. We are equipped to provide large quantities of mailed surveys and fax broadcasts. All copy and survey design is carefully prepared to meet your data requirements. We can even assist you with customer incentives to boost response rates.
Reports
The response data is delivered to you in the form of comprehensive reports, to be used as benchmarks for improvement.
Standard Reports
Standard Reports include a Survey Summary, Call Results/Attempts Summary, Negative Responses, Comment Report, Customer Satisfaction Index (CSI) by Question, and CSI by Representative, Product, or Region.
Custom Reports
We use state-of-the-art software to create any report or graph imaginable. Our team of data engineers develops the reports needed to give the data meaning.
Electronic Response File
As an added benefit, survey results may be provided via email, not a common industry practice. This file contains all customer identifying fields and individual responses including comments. Flexible formats allow import to any spreadsheet or database program for custom reporting.
Hot Emails
One of our most beneficial services allows for immediate action. Within one hour, we will email a "negative" survey to the designated person. Along with our assistance, you determine what types and quantities of responses are considered negative, and therefore, are cause for alerting you via email. Potential dissatisfaction issues can be reversed before they have time to fester and become unmanageable.
