Customer Satisfaction
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What is a Good Net Promoter Score (NPS)?
Posted at: 7/6/2021 12:30 PM
Word-of-mouth advertising can be a tremendous benefit for any company. Having your customers recommend your product or service to their friends and family can boost sales without increasing marketing costs. But how do you know if your customers will recommend, or criticize, your product or service? Determining a good net promoter score, or NPS, will provide you with valuable information to help answer this question. What is a Net Promoter Score? Ok, but first, what exactly is a net promo
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Sample Customer Satisfaction Survey Questions You Need to Be Asking
Posted at: 6/29/2021 12:30 PM
Experts from our market research company recently recorded a video to walk through sample customer satisfaction survey questions and why they are so important to ask. These are the same questions we’ve used to help our clients measure high areas of satisfaction and critical areas of improvement. Prefer to read? Below, we discuss some of the most important questions to ask in a customer survey. Sample Question #1: Importance and Satisfaction Rating Scales Emily Taylor, Senior Research Ana
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Cost of a Customer Satisfaction Survey
Posted at: 4/19/2021 4:51 PM
Customer satisfaction (CSAT) surveys are one of the most cost-effective market research projects. When it comes to the cost of customer satisfaction surveys, it is driven by a number of factors that will be recapped in this post. The factors that impact the cost of customer surveys include: Choice of methodology The number of survey responses Length of survey Types and number of survey invitation reminders Level of reporting Below, I'll share how to gather an accurate quote from a custom
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4 Reasons Why Your Customer Surveys Are Not Working
Posted at: 4/14/2021 12:30 PM
Customer surveys are a product of the 1980s. Customer feedback was gathered using paper surveys, in-person interviews, and computer-assisted telephone interviewing (CATI). Fast forward to 2021 and customer satisfaction surveys are largely conducted online. With the rise of online and email marketing, came new trends within market research. In fact, market research methodologies are constantly evolving to find innovative ways to earn high response rates of qualified participants. Are your cust
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What are Market and Customer Profiling Surveys?
Posted at: 3/2/2021 1:30 PM
When it comes to our customers, businesses are often left wondering about key aspects of their demographics, buying behaviors, pain points, and more. Can you confidently answer simple questions such as: Who are your customers? Who aren’t your customers? What makes your customers different from non-customers? If not, it is time your company conducts market and customer profiling surveys. Luckily, the name does a great job at describing what this type of survey is, but there is a lot more
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How to Improve Contract Renewal with Customer Satisfaction Surveys
Posted at: 2/2/2021 1:30 PM
If your business offers services on a contract renewal basis, you may be familiar with the constant struggle of customer retention. What do you need to do to keep your customers happy enough to renew their contracts? Stop guessing. Start relying on data-driven decision making with customer satisfaction surveys. You could make these decisions based on gut instincts or hearsay from individual customers, but the best way to understand this problem is through proper customer research. For exam
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6 Signs You Need to Conduct a Customer Satisfaction Survey
Posted at: 1/5/2021 7:50 PM
Attempting to understand your customers’ satisfaction level may seem like a daunting task. Fortunately for you and your company, this could not be further from the truth! A customer satisfaction survey is a great way to find out just how satisfied your customers are with your product or service. In this article, our market research company discusses six unique signs that may indicate the need for customer satisfaction research, how this research can offer insights on each given situation, and
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Marketing Budget Planning for 2021: How to Prepare for the Unpredictable
Posted at: 11/4/2020 4:41 PM
With the New Year right around the corner, many of us have been tasked with creating a marketing budget or plan for 2021. It's time to think outside the box. When planning a marketing budget, there are the staple items most organizations include each year. Most marketers plan for costs associated with digital advertising, email marketing, website costs, etc. However, when creating your 2021 marketing budget – especially after a year of uncertainty – try and think outside of the box. In other
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How to Survey Customers Offline
Posted at: 11/3/2020 1:30 PM
In the age of social distancing, is it possible to survey customers offline? The COVID-19 crisis has pushed the bulk of market research practices online during the year 2020. Research clients, firms, and participants alike have been understandably wary of the idea of in-person studies. As a result, virtual methodologies like online surveys, online focus groups, and video interviews became the default. But what if you are still better off collecting your data offline? Reasons to Survey Cu
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How to Conduct a Customer Analysis in 4 Easy Steps
Posted at: 8/25/2020 12:30 PM
The needs of your customers and their expectations change daily. With an effective customer analysis plan in place, you will gain critical insight into customer motivations and purchasing behaviors. Using the results of the analysis, it becomes easier to ensure your organization provides the service its customers require. Keep reading to learn how to conduct a customer analysis in 4 easy steps. Step 1: Conduct a Customer Survey Begin the customer analysis with a customer survey. Make sur
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The Ultimate Guide to Customer Satisfaction Surveys for 2021
Posted at: 8/6/2020 12:30 PM
Of all of the different types of market research projects an organization can pursue, a customer satisfaction (CSAT) survey is likely the most widely used. Why? The process is simple, informative, and offers a high return on investment. At its core, customer satisfaction is the essence of market research. It involves formally reaching out to customers, asking for feedback, and taking action with the results. When you say survey, it’s what everyone thinks about: customer feedback. In this g
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The Pros and Cons of Responding to Negative Feedback from a Customer Survey
Posted at: 5/18/2020 12:30 PM
Can you follow up with unhappy customers when they respond to a survey? Probably. Should you? It depends. Market research is extremely important when it comes to understanding a customer’s experience with your brand. In most cases, customer experience (CX) research, such as satisfaction surveys, will uncover the good and the bad parts of your business. In this blog post, Drive Research, a customer satisfaction survey company, will detail the do'sand cons of following-up with dissatisfied cust