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Customer surveys – how satisfied are your customers really?

The objective of any company must be to satisfy its customers in a lasting way and retain them for the company over the long term. Only satisfied customers are loyal customers.

Fewer than 5% of customers with negative consultation experiences proceed with a complaint; only in exceptional cases does a customer speak out with a detailed and objective report.

And yet it’s just these reports on which targeted improvement actions in service quality can be based.

Advantages of online customer surveys from SmartConcept:

• Quick and efficient method of gathering data

• The target persons themselves determine when to take part

• The surveys can be stimulated by incorporating pictures and sound documents

• The surveys enable real-time monitoring of the response rate

Your benefit: recognising strengths and weaknesses

With a well structured customer satisfaction survey, you receive a great deal of information that customers do not normally disclose in daily business.

Provided the survey is conducted right, the benefits are multifaceted. They can define performance benchmarks for the future and measure improvements over time. The survey calls attention to customers who are thinking of drifting away, increases customer satisfaction and loyalty, and thus ensures a growth in revenue and increased customer retention.