Customer Surveys

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Assess Satisfaction and Retain Customers with Customer Surveys

Customer Surveys

Customer Surveys allow you to collect valuable data from your customer base while simultaneously reinforcing perceptions that your organization genuinely cares about their opinions and welcomes their feedback.  If your organization does not have a process in place to gather this invaluable information, it should do so quickly with the help of a customer survey.  By listening to the voice of your clientele, you are ideally situating your organization to develop or maintain a competitive advantage.

NBRI’s Customer Surveys provide business leaders with critical input for short- and long-term strategy development.  They may also help the organization develop or enhance products and services, establish policy and procedure decisions, reward employee behavior, and much more.

NBRI’s Customer Surveys help organizations:

While many organizations realize the value of client feedback, they struggle with implementing a system that can effectively gather customer opinions.  NBRI makes the data collection process efficient and effective, whether you choose to survey by paper, telephone, or online.  Our expertise in this area ensures confidence in the quality of data you receive.  We work with you to generate data reports and run analysis that allow you to easily and immediately understand key differences in your customer groups.

When you hire NBRI, you’re hiring more than a company to conduct survey research.  You’re hiring a business partner with a sincere interest in the health and success of your company.

Give us a call.  We’re confident that you’ll find us a valuable partner capable of fulfilling your survey research needs, and exceeding your expectations.

Customer Survey Case Study

A Fortune 500 retailer contacted NBRI to assist them with a particularly critical customer survey.  The client had recently acquired the assets and operations of an international Fortune 500 retailer and was concerned how this acquisition might impact customer satisfaction and customer service.

One of the key concerns was that each operation had different definitions of excellent customer service and how this customer service should be delivered.  To reconcile some of these differences, the focus turned toward understanding what actual customers expected from their retailer as well as how the ideal customer experience might differ across regions, countries, and continents.

NBRI designed and deployed the customer survey in 14 different languages, collecting enough responses to achieve valid data for all regions (with a 95% confidence level and a 5% sampling error), and ran ClearPath Analytics to identify key customer concerns.  Data analysis revealed that the desired customer experience did differ across regions.  While this was anticipated, the data here offered indisputable proof; proof that was essentially a prerequisite to the development of training programs and marketing strategies.

NBRI recommended the results of the survey should be communicated to all employees and training should occur at two levels:  at the corporate level to emphasize commonalities and ensure consistency in the quality of service across all regions, and at the regional level by regional personnel to ensure employee behaviors aligned with the expectations of the area’s customer group.

Both the findings and recommendations were presented to corporate management.  An action plan was then implemented to ensure the company would be able to consistently deliver high quality customer service to its existing and future customers.

Standard Customer Survey Topics

Communications Company Behavior Company Image Competitive Position
Control Systems Core Competencies Cost & Value Creativity
Customer Loyalty Customer Satisfaction Customer Service Decision Making
Employee Attitude Employee Behavior Ethics Financing
Friendliness & Helpfulness Invoicing & Statements Intent to Return Job Training
Organizational Assessment   Pricing Product Delivery Products
Professional Conduct Project Management Quality Safety
Sales Process Service & Support Teamwork Technical Expertise
Technical Support Technology Values Wait Time
Warranties Website Willingness to Recommend

Customer Survey Related White Papers

Research is in our blood. It’s who we are. It’s what we do. Our white papers highlight our philosophy on areas of business impacted by survey research.

See for yourself:

Proactive Use of Customer Surveys Increases Profits – Best in class organizations proactively use customer surveys to improve themselves and the service they provide to their clients. Find out why and how these surveys help them increase their profits.

The Winning Employee-Customer Link – When top management advocates the importance of focusing on customer needs and wants, it will be the committed loyal employees who embrace this vision, take up the customer charge, and actually make it happen.

View all Customer Survey White Papers by NBRI.

Here’s what some of our customers are saying about us:

Love the online reports, especially the comment reports. Very easy to use and yet so comprehensive! I got rid of the summaries I used to create for our teams and instead just send them the reports straight from the system. Also, I love being able to call at any time with questions or suggestions for our survey work. NBRI is incredibly responsive to customer needs!LeeAnn Garrick
ANTHC

Ease of doing business. Your folks are very professional. When I needed a question answered they were always there. We are knee deep in the team process and we are finding a very strong response to the data and to the information provided. Could not be happier with the experience.John Hearl
Dwyer Instruments

Quick responses to questions or needs.April Sanchez
American Senior Communities

We’d love to add your name to this list. It’s as easy as picking up the phone and giving us a call.

  • Customer Satisfaction Surveys

    Measure factors that directly affect company growth and profitability

  • Customer Service Surveys

    Take an in-depth look at your customer service personnel, your sales assistance personnel, your warranties, your website, and all ground-level customer interaction

  • Customer Loss Reviews

    Identify the root causes of why customers leave so that direct action can be taken to stop the devastating effects of customer loss