Customer Satisfaction Surveys

Customer satisfaction surveys in Rochester, NY from Drive Research

Working with Our Rochester Customer Satisfaction Company 

What is a customer satisfaction survey?

A customer satisfaction survey is the heart of market research. It is a formal process for obtaining customer feedback. Customer surveys are designed to measure and identify whether customer expectations and needs are properly being met. Generally, the questions included in this type of study center around a customer’s opinion regarding products, services, and what drives satisfaction? Whether conducted via mail, comment cards, or an online survey link on the bottom of a receipt, the feedback collected from customer satisfaction surveys have proven to be of tremendous value for all aspects of a business. 

What are the benefits of customer satisfaction surveys?

The results of customer satisfaction surveys are invaluable for any size business. This form of market research helps identify opportunities for improvement based on the expectations and needs of customers. A business will only be able to reap the benefits of a customer satisfaction survey if performed on a regular basis. This is not a one and done survey. The more organizations near Rochester and surrounding areas perform customer surveys, the faster major complaints and negative feedback is resolved. Doing so, organizations are able to show they care about the feelings and feedback of their customers and are also willing to rectify any situation causing overall dissatisfaction. 

What is the customer satisfaction survey process?

Drive Research follows a streamlined process when conducting customer satisfaction surveys for organizations near Rochester and surrounding areas. Our customer survey company partners with your team to understand your goals and determine the best approach for market research. One of the initial steps of our customer satisfaction survey is to schedule a kickoff meeting with your team. In this 30 to 60 minute meeting, your team is able to communicate project goals, objectives, and expectations for completing a customer satisfaction study.

Once both parties are on the same page, our customer satisfaction survey company near Rochester will draft a survey for your review. When approved, Drive Research will program the survey and administer fieldwork. After all customer feedback is collected, we will create a thorough report analyzing the results. This includes an executive summary, recommendations, an infographic, customer personas, and a breakdown of the results question by question. 

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What is the timeline for a customer survey?

Every organization in Rochester and the surrounding area is different, just as what is required for their customer satisfaction survey will vary. A customer satisfaction survey timeline is estimated based on various factors (ie. length of the survey, time it takes respondents to complete, the methodology used, etc.). With more insight into the objectives of your study, Drive Research will be able to better provide a finite timeline into when you can expect your results. 

Why you should work with a customer satisfaction survey company?

A customer satisfaction survey company near Rochester has access to best-practice metrics Net Promoter Score (NPS), Customer Effort Score (CES), and other performance indicators. With these types of metrics, Drive Research will compare the results of your customer survey against peers in your sector. For example, the overall satisfaction of your customer is a 6. Is this good or bad? How do you stack up against your competitors? Our customer satisfaction survey company near Rochester has the answers. Think of Drive Research as an extension of your team. We will provide the insight and analysis you need to improve business strategies. 

How much do customer satisfaction surveys cost?

The cost of this type of project with a customer satisfaction survey company near Rochester is estimated by a number of factors. What level of reporting is needed? What type of methodology are we going to use? The answer to these questions and more will impact the cost of a customer satisfaction survey. Drive Research can work within most budgets.  

Interested in learning what drives satisfaction and loyalty among your customers? Reach out to our customer satisfaction survey company near Rochester for a quote or proposal.

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