Every study is built around your customer base and specific research goals.
Targeted reminders, incentives, and follow-up phone outreach help improve participation.
Senior researchers stay involved from survey design through analysis, reporting, and recommendations.
Customer surveys can be broad or focused depending on the business goal. Some measure several areas of the customer experience, while others concentrate on one or two themes, such as brand loyalty, satisfaction, or effort. Our team helps clients determine which survey type and customer satisfaction metrics make the most sense based on what they need to learn and how they plan to use the findings.
Measure overall satisfaction and identify what is contributing to positive or negative customer experiences.
Calculate likelihood to recommend and identify promoters, passives, and detractors to better understand customer loyalty.
Understand how easy or difficult it is for customers to complete an action, solve a problem, or get support.
Measure customer reactions to a product and identify opportunities to improve features, usability, or the overall experience.
Explore why customers leave, cancel, or choose not to renew so your team can identify opportunities to improve retention.
Monitor satisfaction with a specific interaction or experience, such as a purchase, support request, or service appointment.
Measure customer satisfaction over time to identify trends, monitor progress, and understand how changes affect the customer experience.
Measure customer commitment and likelihood to stay, repurchase, or continue the relationship with your organization.
We start with a kickoff meeting to understand what prompted the research and how your team plans to use the results.
If you already have a customer survey, we review what is working and what should change while preserving important historical measures when possible.
We also help determine which customers to include, how many responses to target, and whether the study should focus on one or two key themes or measure a broader range of the customer experience.
Our researchers write a custom questionnaire around your objectives rather than starting with a generic template.
We recommend the right mix of measures, which may include CSAT, NPS, customer effort, loyalty, or custom questions specific to your business.
Just as importantly, we look at survey length, question order, wording, and overall respondent experience so customers are not asked to spend more time than the research requires.
If you already have a questionnaire, we can refine it instead of rebuilding it from scratch.
Once the survey is approved, Drive Research programs and tests the questionnaire across devices before it reaches your customers.
Before launch, we advise on pre-survey communication so customers understand why their feedback is being requested and know to expect the invitation.
We also recommend the best way to reach your customers based on the contact information available, the audience, and the response goal.
Ways we can collect customer feedback include:
Drive Research monitors participation throughout fieldwork and sends targeted reminders to customers who have not yet responded. Your team also receives access to a live reporting portal to monitor incoming responses while the study is underway.
When appropriate, we can manage incentives or add follow-up phone calls to help reach harder-to-contact customers.
This is an especially important part of the process for organizations that have struggled with low customer survey response rates in the past.
After fieldwork closes, our researchers review the data, analyze the findings, and translate customer feedback into a clear story.
Depending on the study, that can include comparisons between customer groups, historical benchmarking, key driver analysis, crosstabulations, or text analysis of open-ended feedback.
Reporting is matched to how your team will use the research, from a concise topline summary to a more comprehensive report with findings and recommendations.
We finish with a debrief meeting so your team understands what customers are saying, what deserves attention, and where to go next.
We do not start with a pre-built questionnaire and make your goals fit it. Our researchers recommend what to measure, who to survey, and how to structure the study around the decisions you need to make.
Using a third-party research company can give customers more separation from your internal team and encourage more candid feedback. We can also structure confidentiality or anonymity based on how you plan to use the results.
DIY survey software and tools sends surveys. Our team actively manages fieldwork with targeted reminders, incentive management, phone follow-up, and other outreach strategies when participation needs additional support.
Put your results in context using industry benchmarks available to our research team. We help you understand how metrics such as NPS or customer satisfaction compare, so you are not evaluating performance in a vacuum.
We do more than calculate CSAT or NPS. Our researchers look for meaningful differences, patterns, and drivers in the data, then translate the findings into priorities your team can use.
Drive Research manages ongoing customer survey research for Atradius, including survey design, fieldwork, and reporting. Recent research helped identify opportunities to improve the customer experience and inform changes to customer policies and its online platform.
“Drive Research initially crafted our customer survey with a high attention to detail and sticking to a tight schedule for deadlines. Over the last few years, this has been perfected and going into our customer survey this year, it is extremely easy to repeat the entire process.”
David Donati
Regional Head of Marketing, Atradius
Our average Net Promoter Score over the past 5 years, compared to a global benchmark of +32.
Across 500+ reviews, the highest among leading market research firms.
In 2025, most of our work came from repeat clients, a strong signal of trust and long-term partnerships.
Low response rates, unclear results, or a survey that leaves you with more questions than answers? See how to structure customer satisfaction research that produces more useful feedback and clearer next steps.
Full-service customer survey projects typically start around $10,000.
The final investment depends on the survey design, number of customers, collection method, and level of reporting or analysis. A fully customized project can include a dedicated research team, kickoff and debrief meetings, custom survey design, benchmarking, and more advanced reporting.
Smaller budget or simpler needs? Explore our Customer Survey Platform for streamlined survey packages starting at $3,000.
Most online customer surveys take about 4 to 5 weeks.
A typical schedule includes about one week for setup and survey development, two to three weeks of fieldwork, then roughly one week for analysis and reporting. Timelines can move faster when the study is simple and approvals happen quickly. Other methodologies, such as mailed surveys, generally require more time.
For most customer satisfaction surveys, 100 to 400 completed responses is a useful target. Around 100 responses can provide directional feedback, while 300 to 400 responses typically support more reliable overall results and a margin of error near ±5%.
You may need a larger sample if you want to compare multiple customer segments, locations, or account types. On the other hand, organizations with smaller customer bases can still learn a lot from fewer responses. Drive Research helps determine a realistic sample size based on your customer population, research goals, and the level of analysis you need.
Many organizations conduct customer surveys annually or semiannually when they want to track changes over time. Other programs collect feedback around specific experiences or transactions. We recommend a cadence based on how quickly your customer experience changes and how often your team can realistically act on the findings.
We build response-rate tactics into fieldwork, including pre-survey communication, reminders to non-responders, incentive management, and follow-up phone outreach when appropriate. The right combination depends on your customer audience and the strength of the existing relationship.
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