Customer Satisfaction
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What is a Good Net Promoter Score (NPS)?
Posted at: 3/13/2023 12:30 PM
The value of calculating your organization's net promoter score is important to measuring, benchmarking, and improving customer satisfaction. Though, creating strategies to improve customer retention can only happen if you have a better idea of what a good net promoter score is. While we dive more into how to know if your NPS is good, average, or bad below, I'll start by saying this: average net promoter scores vary based on industry and business type. Keep reading as we explore this custom
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Construction Company Client Surveys: Questions, Benefits, & Process
Posted at: 3/1/2023 1:30 PM
Client satisfaction is a top priority for construction companies and general contractors. And, for a good reason. Happy clients result in 5-star reviews and strong referrals. One of the best ways to measure customer feedback is with construction company client surveys. They are simple to execute and straightforward. In this blog post, our AEC market research company will share more about construction customer surveys including the benefits, process, and example questions. Looking to use a
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Customer Pain Points: How to Identify Issues & Fix Them
Posted at: 2/17/2023 1:30 PM
Even if you're not familiar with the term "pain point," if you've been a customer, you've had them. Customer pain points explain themselves. The term refers to an issue/complaint a customer faces during their shopping journey. Problems during the shopping experience can occur at any point in the buying stage. Therefore, identifying where customer pain points exist during the buying journey makes it that much easier to solve them. In this blog post, we'll cover: What are customer pain poin
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When Customer Surveys Fail: Reasons Why & What to Do
Posted at: 1/28/2023 1:30 PM
Are your customer satisfaction surveys evolving? Or are you stuck scratching your head wondering why earning consumer feedback is so dang difficult? Keep in mind, 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 r
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Measuring Net Promoter Score (NPS) for Retail Stores
Posted at: 1/20/2023 1:30 PM
Even in the age of digital media, word of mouth is still one of the best retail marketing tools for department and online stores. Your customers' perceptions of your business – both positive and negative – have a great impact on your brand’s image. That’s why measuring net promoter score (NPS) for retail stores is important to better understand how likely your customers are to promote or detract from a business. NPS is a metric used to measure brand loyalty. It helps you understand your cus
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Would Customers Recommend You? How to Find Out
Posted at: 1/17/2023 1:30 PM
No matter how technology advances, word of mouth remains to be the best and cheapest marketing tool for any business. With so many companies competing for attention in the business world, a recommendation from a satisfied customer can take your business to the next level. If you’re reading this, you probably know how valuable customer referral is. But how can you tell if your customer would recommend your business to a friend, family member, or co-worker? Let’s explore further the value of
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Improving Customer Service: Tips for Winning Big with Customers
Posted at: 12/8/2022 1:30 PM
It should go without saying, but if your business doesn't have excellent customer service, your business won't be open for long. Okay, maybe that's a little dramatic. But it's kind of true. Why? Because customer service is the foundation of your company. If you're not prioritizing improving customer service, then your retention rates will also suffer. And with repeat customers reportedly spending an average of 67% more than new customers, you're leaving a lot of money on the table. What's
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How to Drive Business Innovation with Customer Data
Posted at: 11/23/2022 1:30 PM
While we all dream about identifying the next big idea. A product, service, or solution that solves people's challenges and makes us the next Steve Jobs. However, this type of innovation rarely happens in a vacuum, but instead requires a cultural and financial commitment, patience, and dedication. The most straightforward pathway to successfully leveraging innovation to drive revenue involves utilizing the voice of customer data to navigate the process. There is no need to guess where the o
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Benefits of Measuring Patient Satisfaction with Surveys
Posted at: 10/26/2022 12:35 PM
If you're reading this, you probably know how important happy patients are. But how can you truly know how happy patients are and what drives their satisfaction? Patient satisfaction surveys, that's how. With up to 82% of patients prioritizing good customer service in medical practices, their voice needs to be validated more than ever. Seeing as patients are the glue of any healthcare organization, they are your customers, in a sense. That said, the difference between other industries and m
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Measuring Your Bank or Credit Union's NPS
Posted at: 10/14/2022 12:30 PM
How likely are customers or members willing to recommend your financial institution? It's an extremely important question - but one that only a few banks or credit unions seek the answer to. Net promoter score (NPS) is a powerful tool used by many brands across industries to measure customer satisfaction and identify their happy clients and the not-so-happy ones. Undoubtedly, calculating NPS is beneficial for those in the financial sector as it quickly identifies areas that need improvement
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Retail Marketing: 5 Key Strategies to Gain More Customers
Posted at: 8/10/2022 12:30 PM
We have a shocking fact for you today, are you ready? Businesses need customers. But get this – customers also need businesses. That’s how loyal, frequent consumer relationships are made in retail. When you're able to successfully market your business, you develop a relationship with new customers while also giving them a reason to keep coming back. That's where effective retail marketing comes in! Maybe you have a top-notch social media account with incredible shots, but it’s not generat
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How to Conduct a Logistics Company Customer Survey
Posted at: 7/26/2022 12:30 PM
Recently, a logistics and transportation company partnered with Drive Research to conduct an annual customer survey. For information on the 2021 iteration, click here. When it comes to Voice of Customer (VoC) research, we’re all about the process. The steps of a transportation VoC study include: Quote/proposal Kickoff meeting to discuss the goals and objectives Designing the VoC study Executing fieldwork Analyzing and reporting on the results While those are the steps of a continuous custo