What Participation Percentage Can I Expect From a Customer Survey?

Participation in a customer survey will vary based on a variety of factors. One key factor is the survey deployment method. In person interviews, while extremely time consuming and expensive, have a high response rate, while paper-based surveys have a low response rate of usually less than 10 percent. Telephone surveys have a high response…

Should I Send a Customer Satisfaction Survey to All of my Customers or a Select Group?

If your customer base is large enough that you can send a customer satisfaction survey to a subset of them and still be certain of getting a statistically valid sample, then you may be able to achieve valid insights without surveying the entire group. If you are only interested in gaining insight into a particular…

How Can NBRI Help Me Deploy a Customer Satisfaction Survey That Will Increase My Bottom Line Profits?

The most important aspect of a customer satisfaction survey is its design. You want to be certain that the questions, the scale, and other factors don’t bias the respondent toward positive or negative responses. For example, the typical response scale used by people who don’t understand survey design is “Excellent, Very Good, Good, Fair, Poor.”…

What Insights Does NBRI Provide From the Results of my Customer Satisfaction Survey?

A customer satisfaction survey conducted with NBRI’s expert team helps identify those aspects of your products and services that customers value the most. It may also identify problems with your website or business processes that make it difficult or impossible for customers to do business with you. It may pinpoint areas of your product collateral…

Should I Provide an Incentive for Participation In a Customer Satisfaction Survey?

Incentives for participation in a customer satisfaction survey are a well-known way to increase response rates. Some companies struggle with the type of incentive to provide, but the real question they should be asking themselves is whether providing incentives will skew the survey results. Research has shown that respondents who have received incentives tend to…

What is The Proper Follow up Process After Completion of the Customer Satisfaction Surveys?

If your customer satisfaction survey was not anonymous, you should thank participants and provide any promised incentives or reports as soon as possible after the survey concludes. In addition, you should examine and prioritize the findings to put together an action plan to maximize the benefits you achieve from your customer satisfaction survey investment. When…

Is an Online or Paper Customer Survey More Effective?

Online and paper customer surveys can be effective in the right circumstances. Paper surveys are effective in reaching customers when you don’t have telephone or email contact information, but they are expensive and time consuming. You must consider the cost of printing, folding, and mailing when you undertake a paper survey. In addition, you will…

How Soon After a Customer Engages With my Company Should I Conduct a Customer Survey?

You can deploy a customer survey as soon as the customer finishes their first transaction with you. A quick follow-up asking about their experience with your order process is fine, as long as it doesn’t exceed a few survey questions. You can follow up with a more extensive customer survey once the customer has received…

What Types of Insights Will I Gain From Customer Surveys?

With a properly designed and interpreted customer survey, you will gain insight into key drivers of the customer’s buying behavior. This insight helps you to understand the problem the customer is trying to resolve and why they selected your product or brand over a competitors’ brand. A customer survey can also help you to pinpoint…

What is The Best Rating Scale For a Customer Survey?

The best rating scale for a customer survey provides the respondent with six possible responses. The scale should include three positive points and three negative points as possible responses. This solution enables the customer to select from high, medium, or low on each end of the scale and does not allow a neutral response. This…