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Customer Satisfaction Survey

Telephone and Online Research

Uncovering information that has the power
.....to connect corporations with their customers.

The Role of Customer Satisfaction Surveys

Knowing what your customers truly think is critical to retaining your customers – and keeping your profits. While companies invest heavily in sales and customer service, too often they cut corners and leave the very important task of understanding what will create loyal, happy customers to an insufficient or informal information collection process. By identifying the needs, wants, and expectations of your customers, your business is able to maximize customer satisfaction and retention. Most importantly, a well done customer satisfaction survey will arm your company with valuable information needed to ensure your hard-earned customers do not go elsewhere.

Why Conduct a Survey to Measure Customer Satisfaction?

Is your company facing a sudden drop in revenue or profits? Is a once solid customer base mysteriously eroding? Do certain business groups or sales teams lag behind company averages? Does the lack of a formal methodology to measure and track the effectiveness of your sales and service staff give cause for concern? Companies facing one or more of these issues may benefit from a customer satisfaction survey. When considering the merits of a customer satisfaction survey, consider the following:

• Acquiring new customers is 10 times more difficult and expensive than retaining existing clients.
• A 10% increase in customer retention typically increases profits by 30%.
• The average business does not hear from 96% of their unsatisfied customers.
• US companies lose 50% of their customers every 5 years

Customer Satisfaction Survey Methodologies

Most sales and marketing professionals appreciate that customer satisfaction is essential to the survival of their businesses but ponder the best means to find out whether customers are satisfied. There are many ways to ask your customers whether or not they are satisfied with your company, your products, and the service they received. Customer satisfaction studies are commonly conducted using face-to-face interviews, or via phone, mail, or online surveys. Knowing which strategy works best given your unique situation, as well as what questions to ask determines the success or failure of surveying customers. The customer satisfaction survey professionals at Direct Opinions have the real world business experience to recommend the right survey for your company's unique situation.

Customer Satisfaction Surveys Utilizing Telephone Interviews Provides a One-To-One Relationship

Although there are many ways to evaluate CSI (customer satisfaction index), we believe that the telephone gets directly to the voice of your customer. It’s a personal interaction that generates the highest level of quantitative and qualitative customer relationship information in a timely manner. Telephone surveys allow us to proactively reach out to your customer base to gather information, providing the opportunity to have a conversation with people versus simply conducting a survey.

At Direct Opinions, we recruit professionals with a business background--individuals who know how to navigate through the business world and obtain the market research results you are looking for.

Contact The Customer Satisfaction Survey Experts

At Direct Opinions, each customer satisfaction survey is tailored to your specific information objectives. We will develop an appropriate mix of custom telephone, and online surveys based upon what you want to know and how this information will be used within your company. Regardless of survey methodology, the results will provide actionable data that will help your business grow. Ready to get started? Contact Direct Opinions today for a quote on a customer satisfaction survey today!