Customer Feedback Surveys
Knowing what the client wants is the key factor to success in any type of business. News media, government agencies and political candidates need to know what the public thinks. Associations need to know what their members want. Large companies need to measure the attitudes of their employees. The best way to find this information is to conduct a survey.
In today's economic climate there is even greater pressure on companies to find out - in detail - what their customers, distributors and dealers think. Studies have consistently shown that a "Totally Satisfied" customer is as much as ten times more likely to buy again than a customer who is merely "Somewhat Satisfied". Unfortunately, for every customer complaint the typical company receives, there will be, on average, 27 others that are never reported - even when you ask.
There are four common options available to you for finding out what your customers think of you.
- Send the Account Manager in. Ask the customer face to face. Let the Account manager filter the information. From our years of experience, we’ve found the report back to be of little use.
- Use some kind of email or web-based technology. But expect to get less than 8% response.
- Send out a paper-based questionnaire. Get an improved 5% - 15% response. Half of those will be delighted to endorse your firm. The other half, are giving you one last chance to get everything right. The silent majority will remain silent.
- Hand the project over to Clear Intelligence. Get a response of 30% to 40%.
If you are looking to sell more to your existing customers, reduce customer churn, develop a mentality of partnering with customers, benchmark different divisions within your organisation, encourage continuous improvement or simply instil a recognised best practice, then Clear Intelligence is here to help you.
The Clear Intelligence team combines extensive technical and operational research skills, corporate line management experience to Board level, and consultancy expertise, that counter any idea that survey’s are an irritating intrusions on busy schedules.
Our clients are global as well as national, large and smaller in size. In the past year, we have worked with over 50 different organisations in food, leisure, hospitality, retail, pharmaceuticals, financial services, IT/internet services, and the public sector. So if you want to open up your company’s lines of communication and obtain vital commercial knowledge without annoying your customers and undermining the business relationship, then contact the Clear Intelligence Team today.
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