Customer Satisfaction

  • Blog image: The Ultimate Guide to Customer Satisfaction Surveys for 2020

    The Ultimate Guide to Customer Satisfaction Surveys for 2021

    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

    The Pros and Cons of Responding to Negative Feedback from a Customer Survey

    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

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  • Customer Retention Surveys: Definition, Benefits, Process and Sample Questions

    Customer Retention Surveys: Definition, Benefits, Process and Sample Questions

    Whether you are the biggest brand in the world, a small local firm, or somewhere in between – we all want to welcome new customers and keep them coming back for years to come. However, there is one thing to keep in mind. It’s more important to keep a customer than it is to acquire a new one. Why? Keeping the same base of customers will result in a greater return-on-investment (ROI) – not to mention, it’s cheaper. Customer retention surveys are a cost-effective and strategic way for businesses

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  • Using Market Research to Save Your Business Money AND Still Increase Profits

    Using Market Research to Save Your Business Money AND Still Increase Profits

    A question Drive Research hears a lot is, how can market research help my business save money – whether it be on marketing, operations, or strategy expenses. I sat down with our President and Founder, George Kuhn and Research Director, Chris Coville to answer this question and more. Prefer to read? Navigate to each question by clicking the titles below: The best market research study to conduct to find ways to save my business money> The recommendation for quantitative vs. qualitative The m

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  • CPG NPS Benchmarks | Consumer Packaged Goods Market Research

    CPG NPS Benchmarks | Consumer Packaged Goods Market Research

    Before we specifically get into CPG NPS benchmarks in market research, here is a quick 101 crash course on net promoter score (NPS). It includes detail on what the score is, how it is calculated, examples of NPS calculations, and recommendations to add context to your CPG NPS benchmark. What is Net Promoter Score (NPS)? Net promoter score (NPS) in market research is one of, if not the most popular benchmarks from quantitative surveys. It is a score that ranges from -100 to +100 using a calc

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  • Case Study: How to Use a Tracking Survey to Measure Customer Satisfaction Over Time

    Case Study: How to Use a Tracking Survey to Measure Customer Satisfaction Over Time

    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

    Why You Need a Research Partner for Your Customer Satisfaction Surveys

    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?

    Should I Survey My Customers, Non-Customers, or Both?

    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-cus

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  • Case Study: Customer Loyalty Survey for Global Heating and Cooling Manufacturer

    Case Study: Customer Loyalty Survey for Global Heating and Cooling Manufacturer

    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) | Drive Research

    Case Study: How Customer Surveys Can be Used for Online Reputation Management (ORM)

    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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  • how to fix 3 major customer survey mistakes | error symbol

    3 Mistakes that Ruin Customer Surveys and How to Fix Them

    Customer surveys (CX) are an important component of any organization’s business strategy. They are essential for gaining competitive advantages, understanding strengths and weaknesses, forging positive relationships, driving business growth, and much more. Customer surveys are crucial to the success of any business. However, there are many common mistakes that ruin the survey experience for customers, resulting in poor quality data and feedback. In this blog post, our national customer survey

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  • case-study-client-satisfaction-survey-fundraising-06182019

    Case Study: Client Satisfaction Survey for Fundraising Organization

    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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