Every study is built around your unique customers and specific research goals.
Smart reminders, incentives, and follow-up phone outreach drive real participation.
One team, start to finish: design, fielding, analysis, reporting, and recommendations.
Customer surveys can be broad or focused depending on the business goal. Some measure several areas of the customer experience, while others concentrate on one or two themes, such as brand loyalty, satisfaction, or effort. Our team helps clients determine which survey type and customer satisfaction metrics make the most sense based on what they need to learn and how they plan to use the findings.
Boost satisfaction and retention with unbiased feedback and expert analysis.
Identify promoters, passives, and detractors, which can guide efforts to enhance customer loyalty and advocacy.
Improve customer service processes by reducing friction points in the customer journey.
Earn valuable insights for product development teams to refine and improve offerings based on user feedback.
Address the causes of customer churn and develop strategies to retain customers.
Monitor the quality of specific customer interactions and make real-time improvements.
Measure how customers perceive the price of a product and their willingness to pay at different price points.
Identify what strengthens loyalty, what puts relationships at risk, and why customers may leave.
Our team has decades of experience designing, fielding, and analyzing customer survey results to deliver best-practice metrics like Net Promoter Score, Customer Effort Score, customer loyalty, and other key performance indicators. Here’s a look at our process.
Begin by contacting our customer satisfaction survey company to discuss your project needs. We then create a customized proposal. Once you approve the proposal, your dedicated project team hosts a kickoff meeting to identify key topics and metrics for your survey, such as customer satisfaction KPIs like NPS or CES. Following the kickoff, we provide a project workplan detailing tasks, deliverables, and responsible parties.
Our team drafts the survey based on your objectives and reviews it with you. After finalizing the survey, we program it into a dedicated online survey software, ensuring it functions correctly through thorough testing and a soft launch. Once approved, the survey is fully launched to your customer base. Throughout the fieldwork, we provide access to a live data link for real-time response monitoring and send reminders to boost response rates.
After fieldwork, we implement a comprehensive 9-step data quality check to ensure 100% quality data. We then compile the results into a report, including an executive summary, recommendations, customer personas, and detailed crosstabulations. Finally, we schedule a debrief meeting to review the findings and provide actionable, data-driven recommendations to achieve your business goals.
Getting direct feedback from customers is uniquely valuable for all brands and businesses. This data helps you understand how customers feel and react to your business and offerings. This type of research can help guide your business decisions in making better decisions for your customers.
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A customer survey project with Drive Research includes a dedicated project management team, expertly crafted survey language, rigorous data quality checks, comprehensive fieldwork management, a client portal with real-time access to survey responses, and strategic recommendations on how to leverage the data for your business.
Other customer satisfaction survey companies use the same template of questions for every project. In doing so, many fail to ask the right questions that accurately pinpoint priority areas to maintain and improve.
Whereas, Drive Research uniquely writes and programs every questionnaire. All while still measuring recommended customer satisfaction metrics such as NPS, CSAT, comparison to competitors, and more.
Each customer satisfaction study includes Drive Research sending your customers an email with best-practice language, inviting them to complete the survey.
Additionally, we will send reminder emails to those who have not completed the survey (rather than a blanket email to the entire customer list).
This email cadence, combined with engaging question types and third-party confidentiality, results in higher response rates than if sent through other DIY survey platforms.
Ensuring high data quality is essential for customer research, as these insights drive critical business, marketing, and sales decisions. Drive Research guarantees accurate and reliable results through rigorous data quality checks, including quality control questions, flagging duplicate responses, reviewing open-ended feedback, and more.
Discover how to get honest, actionable feedback from your customers to drive real improvements. Read our expert guide to conducting customer satisfaction surveys and start making smarter business decisions today.
Drive Research manages ongoing customer survey research for Atradius, including survey design, fieldwork, and reporting. Recent research helped identify opportunities to improve the customer experience and inform changes to customer policies and its online platform.
“Drive Research initially crafted our customer survey with a high attention to detail and sticking to a tight schedule for deadlines. Over the last few years, this has been perfected and going into our customer survey this year, it is extremely easy to repeat the entire process.”
David Donati
Regional Head of Marketing, Atradius
Our average Net Promoter Score over the past 5 years, compared to a global benchmark of +32.
Across 500+ reviews, the highest among leading market research firms.
In 2025, most of our work came from repeat clients, a strong signal of trust and long-term partnerships.
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