Customer Satisfaction

  • Blog: Conduct an Annual Customer Survey

    How to Conduct a Logistics Company Customer Survey

    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 c

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  • Blog: How to Conduct Customer Segmentation in 6 Easy Steps

    How to Conduct Customer Segmentation in 6 Easy Steps

    Catering to your entire target market the same way isn’t the most effective. It’s a bit like giving a one-size-fits-all t-shirt to people of all shapes and sizes. At the same time, identifying the unique needs of every individual is an impossible task. It’s not like you can just send a personalized message to every potential customer (unless you have infinite time and resources). What many businesses need is something in between for targeting their audience. This is when you should conduct

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  • Blog: 5 Ways to Attract More Repeat Customers to Your Brand

    5 Ways to Attract More Repeat Customers to Your Organization

    What feels better than attracting new businesses? Turning those people into brand loyalists and repeat customers for life. It's better for business too. According to SEMrush, the probability of selling to an existing customer is between 60% and 70%. And the probability of selling to a new customer is only between 5% to 20%. Despite these figures, 44% of businesses focus on customer acquisition, while only 18% focus on customer retention. There are several customer retention strategies orga

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  • Feedback-survey-market-research

    Customer Feedback Survey | Market Research Company

    One of the simplest yet most powerful market research approaches you can utilize is a customer feedback survey. This type of market research can benefit all types of businesses and organizations, both large and small. They are designed to collect responses, reactions, and comments from customers using a formal questionnaire or form. There are several options you have when it comes to a customer satisfaction survey, therefore it can be helpful to partner with a customer feedback survey compan

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  • Guest Satisfaction Surveys: How To Improve The Traveler Experience

    Data-driven decision-making is essential to businesses in all industry verticals, with the hospitality industry as no exception. And for hotels across the globe, some of the best data can be captured directly from the guests themselves with guest satisfaction surveys. This method of data collection is unparalleled in the world of hospitality, and it can provide organizations with countless insights into the guest experience. In this article, our hotel and hospitality market research company

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  • man with hand covering face in frustration

    3 Signs You Need Help With Customer Surveys

    Customer surveys are an important part of any business. They help you gather feedback from your customers and learn more about their needs and wants. Proving a positive customer experience has fast become a top priority for businesses and studies show 2022 will be no different. The driver here is that 86% of buyers are willing to pay more for a great customer experience. Conducting continuous customer feedback surveys is an actionable, data-driven strategy to achieving this business objectiv

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

    Customer Retention Surveys: Definition, 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? The probability of selling to an existing customer is between 60% and 70% while, the probability of selling to a new customer is only between 5% to 20%. Even so, 44% of businesses focus on customer

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  • Blog: Airline Passenger Satisfaction Survey: Definition, Process, & Benefits

    Airline Passenger Satisfaction Surveys: Definition, Process, & Benefits

    As with most industries, it can be a head-scratcher as to why customers choose a competing airline over yours and vice versa. For this reason, airline passenger satisfaction surveys can be a great asset to understanding consumer experiences, expectations, behaviors, and more. The truth is, during these evolving times passengers are considering a variety of factors when planning their travels, such as: Ticket prices Airline awareness and reputation Brand loyalty Cleanliness Flying history

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  • Blog: Marketing Budget Planning for 2021: How to Prepare for the Unpredictable

    What Must-Have Items to Include in Your 2022 Marketing Budget

    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 2022 marketing budget it’s important to think outside of the box. Consumer trends evolve each year. Therefore, recreating the same marketing plan year after year can leave your business at a standstill. Instead, create a plan for change. Adding a component of mark

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  • Blog: Online Retailer Customer Survey: Using Customer Feedback to Grow Your Product Offerings

    Online Retailer Customer Survey: Using Customer Feedback to Grow Your Product Offerings

    With 96% of U.S. consumers shopping online it should come as no surprise that the online retail industry is booming. The surge of online shoppers however has caused new retailers to pop up every day making it more competitive than ever. For this reason, more and more online retailers are looking to conduct online surveys with their customers. The goal is to learn more about their buyers, how brands can improve their experiences, and generate ideas for new products. Take a recent customer surve

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  • positive impacts b2b customer satisfaction survey

    8 Positive Impacts of a B2B Customer Satisfaction Survey

    The data you ignore is MUCH scarier than the data you collect. But for whatever reason, marketing research such as focus groups and client satisfaction surveys are polarizing topics. You have some organizations that live and die by data and truly believe in it. While there are other businesses that avoid it at all costs. I would argue the benefits far outweigh the negatives when implementing a B2B customer satisfaction (CSAT) survey. If you don't agree with me, here are eight positive impacts

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  • Sample Customer Satisfaction Survey Questions You Need to Be Asking

    Sample Customer Satisfaction Survey Questions You Need to Be Asking

    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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