Customer Satisfaction
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Case Study: How to Use a Tracking Survey to Measure Customer Satisfaction Over Time
Posted at: 2/27/2020 1:30 PM
Many businesses across the country crave the insights from a customer satisfaction study. It is or should be one of the most critical components of a business’s acquisition plan. However, some organizations assume the customer feedback collected in a survey conducted a year or two ago, is still reliable in the present day. In order to make business decisions powered by insights and statistics, the data must be constantly evolving and up to date. For this reason, our customer satisfaction compan
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Why You Need a Research Partner for Your Customer Satisfaction Surveys
Posted at: 1/13/2020 1:30 PM
Measuring if a customer is satisfied with a brand, product, or service goes beyond asking for their opinion. It is more important to analyze the feedback with best-practice metrics in order to really improve customer retention and loyalty. Customer satisfaction is market research in its purest form. For this reason, it is in an organization's best interest to avoid collecting customer feedback in-house or through an online survey platform. The value of partnering with a market research company
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Should I Survey My Customers, Non-Customers, or Both?
Posted at: 1/2/2020 9:11 PM
When it comes to market research surveys, there are specific methodologies best conducted with customers and others for non-customers! Below are three survey project examples that reach either or both of these audiences. Option #1: Organizations may have objectives that are aligned with a customer satisfaction survey, which as you can probably guess focuses on customers. Option #2: Organizations may have objectives that are aligned with a competitive assessment survey, which focuses on non-cu
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Case Study: Customer Loyalty Survey for Global Heating and Cooling Manufacturer
Posted at: 12/13/2019 3:08 PM
Drive Research, a market research company in New York, recently partnered with a leading thermal management solutions manufacturer to complete a customer loyalty survey and new product development workshops with its customers. These components were a key element of a broader CX program that the manufacturer continued to develop. This case study details the objectives, approach, and outcome of the market research. When accumulating many customers around the globe for your business, it helps to
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Case Study: How Customer Surveys Can be Used for Online Reputation Management (ORM)
Posted at: 11/26/2019 6:13 PM
Wondering how a customer survey can be used to boost online review scores? Market research to the rescue! In this post, we discuss a recently completed project conducted with a software company. The company wanted to gather insight from customers, but also gather testimonials and reviews from customers who reported being highly satisfied. It seems like a great way to tackle two objectives through one customer survey, right? Drive Research, a customer survey company, understands the real value
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Case Study: Client Satisfaction Survey for Fundraising Organization
Posted at: 6/18/2019 6:30 PM
Most businesses check in with their clients from time to time to maintain their relationships and informally assess client needs. However, what if you are looking for a more holistic view of client satisfaction? You won't find this information easily through courtesy emails and phone calls. To really understand how your clients feel, you might want to consider partnering with a market research company to conduct a client satisfaction survey. By using a third party to speak with your clients, or
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Should You Use Customer Feedback Surveys? | 4 Things to Consider
Posted at: 12/26/2018 8:39 PM
Customer feedback surveys. It is something a lot of companies swear by and cannot do without. Those who do not do it typically want to do it but just have not had the time, budget, or expertise to apply it. Customer feedback surveys come in many shapes in sizes. The important part is instituting something to collect and review comments from your customers. Here are some examples of forms of customer feedback surveys: Comment cards at your retail store or restaurant Email surveys sent after th
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4 Steps to Get Started With a Customer Satisfaction Survey (CSAT)
Posted at: 6/5/2018 6:47 PM
Of all of the different types of market research projects an organization can pursue, a customer satisfaction survey (CSAT survey) is likely the most widely used. Why? The process is simple and informative. Doesn't every organization want to know how they are performing? What do customers or users think about their product or service? Hopefully the answer is yes. The results from a customer satisfaction survey are used to drive improvements and measure performance. CSAT studies typically involv
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5 Options to Conduct Customer Satisfaction Surveys
Posted at: 4/26/2018 3:28 PM
Customer satisfaction market research is likely the most common form of market research conducted on a daily, week, monthly, and yearly basis. It involves the simple act of reaching out and asking customers for feedback, both good and bad. Then it is up to the organization or its market research vendor to analyze and report on the feedback. Far too many organizations ask and collect feedback but do nothing with it. This happens far too frequently and is not recommend. One of the worst outcomes
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Syracuse Market Research Company Offers 4 Tips for Your Customer Survey
Posted at: 4/17/2018 2:45 PM
A customer survey can offer an organization a lot of value and return on investment. At it's core, it is the essence of market research. It involves formally reaching out to customers, asking for feedback, and taking action on results. Our Syracuse market research company has completed a lot of customer surveys over the years. There are 4 very basic principles that can help you with your next customer survey. Here is the 10 step customer survey process: Market research proposal Kickoff meeti
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5 Dangers of Tying Customer Surveys to Performance Bonuses
Posted at: 3/8/2018 4:07 PM
Warning! Tying customer survey responses to performance bonuses can be a dangerous path. Yet, so many organizations continue to tie performance and bonuses heavily to customer feedback and customer satisfaction. The principle itself is a sound one. If you keep our customers happy, our business succeeds, so our employees should succeed too. However, many organizations have the the purpose misaligned. The feedback should be unbiased and real, not forcibly aiming the participant to choose a high s
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Market Research FAQs | Customer Satisfaction Firm
Posted at: 2/12/2018 6:38 PM
Market research is designed to answer your most challenging business and organizational questions. Depending on your objectives and needs, market research can address a variety of different topics. These can include customer and non-customer objectives. They can also address current market or growth market objectives. What are some of the common items organizations like to address with market research? In this post, we'll cover some of the main drivers as to why companies choose to embark on ma