Customer Satisfaction Surveys
Assess customer satisfaction and discover how to improve it.
|
Would you like a No Obligation Pricing Quotation for Customer Surveys?
|
|
|
|
|
View a Web-based Customer Survey Demo.
|
|
|
|
Satisfaction - The fulfillment of a desire, need, or want.
Customer Satisfaction Survey Case Study
A leading hotel chain, which had engaged NBRI for customer surveys for over ten
years, contacted NBRI shortly after the terrorist attacks of 9/11. They could
see a disastrous short-term financial picture and knew they had to take action
immediately. This meant investing a small amount of money to implement customer
satisfaction surveys in order to gain millions of dollars of business in an
economy that had suddenly become hostile to the travel industry.
NBRI recommended its Standard Customer Satisfaction Survey, customized for the
Client, but in its usual format, which has respondents rank items in order of
importance before rating the Clients performance with regard to the same
items. The customer survey was deployed to a small, stratified, random sample of
customers - no more and no less than was needed to obtain data that was truly
representative of the thinking of the entire customer population at a 99%
Confidence Level, and at a fraction of the cost of surveying everyone.
The study revealed a very different root cause of customer satisfaction than
had been the case just a few months earlier. Price was no longer a primary
driver of this Client's customers' perceptions. Security was not a root
cause, either, as might have been assumed. Even the avoidance of air travel
was not driving the factors that make up customer satisfaction for this
Client. The NBRI Root Cause Analysis revealed that the driver of over 55% of
the perceptions of this Client's customer population was the friendliness of
the staff. Even the customers were unaware of what was causing them to rate
a majority of survey questions higher than they would have, had the staff
been less friendly, but with high-level statistical analyses, NBRI has the
capability of analyzing the opinions, beliefs, and behaviors of human
populations like none other.
Per NBRI's recommendations, the Client proactively leveraged this crucial
information from the customer satisfaction survey and alleviated what could
have been disastrous financial results. Indeed, the Revenue per Guest has
shown significant increases with every intervention to their Root
Cause, including those following the attacks of 9/11.
|
NBRI customer satisfaction surveys provide the tools to improve organizational
performance and profitability. Customer loyalty and satisfaction levels can be
determined by analyzing the data gathered from our survey questions. Customer
Satisfaction Surveys can help your organization with the following:
- discover new product and service development ideas;
- determine what makes your customers loyal;
- understand customer issues and relationships to your employees;
- achieve a competitive edge with satisfied customers!
Our survey analyses provide your organization with the tools to meet customer
expectations. Ensure customer loyalty and satisfaction with accurate information
and interventions.
The standard NBRI customer satisfaction survey includes 25 questions covering 12 topics and may be
customized to meet your organization's specific needs.
Standard Customer Satisfaction Survey Topics
| Communications |
Company Image |
Competitive Position |
| Control Systems |
Creativity |
Customer Loyalty |
| Customer Service |
Products |
Project Management |
| Quality |
Services |
Teamwork |
|
Customer Survey White Papers
Customer Satisfaction Survey Related Topics
How Can We Benefit From Measuring Customer Dissatisfaction? - Let's change
the way we look at customer satisfaction surveys. We have all read the
statistics about unhappy customers. You know the statistic: If I am happy I
tell three other people, but if I am unhappy, I tell nine. And if I am really
unhappy and leave, you now have to pay twice as much to get another customer
just like me. What can be done to benefit other customers?
Keeping Your Customers - Too many
businesses depend upon their ability to generate new customers and fail
to realize the dramatic impact on their bottom line if they could just stop
losing the ones they already have! What can be done to improve customer
satisfaction? Data from customer surveys can help.
Why and How to Measure Customer Satisfaction - Measuring
customer satisfaction is very important, and distinguishing between degrees
of satisfaction is crucial. Why? How might a customer satisfaction survey
help?
Measuring and Managing Customer Satisfaction - Competitors
that are prospering in the new global economy recognize that measuring customer
satisfaction is key. Only by doing so can they hold on to the customers they have
and understand how to better attract new customers. The competitors who will be
successful recognize that customer satisfaction data obtained by a customer survey
is a critical strategic weapon that can bring increased market share and increased
profits.
How To Build Customer Loyalty in an Internet World - Customer
loyalty seems like a quaint notion in the Internet age, when customers can search
out lower prices and defect to competitors with a mouse-click. Yet research obtained
through customer satisfaction surveys has found that in the faceless online market, customers yearn
for trustworthiness more than ever. Give it to them and they're yours forever. How can
your organization leverage CRM to improve its' customer satisfaction ratings and provide
this level of trustworthiness?
View all Customer Survey White Papers by NBRI.
|
|
