Customer Satisfaction
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Should I Survey My Customers, Non-Customers, or Both?
Posted at: 1/2/2020 9:11 PM
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
Posted at: 12/13/2019 3:08 PM
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)
Posted at: 11/26/2019 6:13 PM
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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3 Mistakes that Ruin Customer Surveys and How to Fix Them
Posted at: 9/30/2019 8:09 PM
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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Customer Survey for a Bank | Email and Phone Banking Survey
Posted at: 9/16/2019 3:55 PM
Drive Research recently conducted a customer survey for a bank via email and phone in cooperation with the agency of record for the financial institution. A feedback survey is an excellent Voice of Customer (VoC) tool to acquire measurements of satisfaction, drivers to loyalty, and how a bank can simply better serve its audience. Drive Research recently conducted a customer survey for a bank via email and phone. Learn more about the objectives, approach, and results from this study. Objec
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Case Study: Client Satisfaction Survey for Fundraising Organization
Posted at: 6/18/2019 6:30 PM
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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Should You Use Customer Feedback Surveys? | 4 Things to Consider
Posted at: 12/26/2018 8:39 PM
Customer feedback surveys. It is something a lot of companies swear by and cannot do without. Those who do not do it typically want to do it but just have not had the time, budget, or expertise to apply it. Customer feedback surveys come in many shapes in sizes. The important part is instituting something to collect and review comments from your customers. Here are some examples of forms of customer feedback surveys: Comment cards at your retail store or restaurant Email surveys sent after the
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3 Simple Improvements to Your Customer Email Survey | National Firm
Posted at: 8/20/2018 1:12 PM
Customer surveys conducted through email are one of the easiest market research projects to have up and running quickly. Organizations across the world use customer surveys to listen to customer feedback, drive change in an organization, and collect data to assist with difficult decisions. However, because they are so easy to implement, organizations often pull the trigger too quickly to launch without fully examining options to improve it. This is particularly true for organizations who choose
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When is the Best Time to Send a Customer Survey?
Posted at: 8/17/2018 7:40 PM
Customer experience, perception, and likelihood to recommend are common market research buzz words used these days. Many organizations know the power of customer surveys and value they provide, but are you wondering if there is a "right" time to send a customer survey? The short answer is yes. However, the ideal time for one organization may not be the same for another. Customer research is not a "one size fits all" approach. The way a customer survey is sent, how often customer surveys are se
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4 Steps to Get Started With a Customer Satisfaction Survey (CSAT)
Posted at: 6/5/2018 6:47 PM
Of all of the different types of market research projects an organization can pursue, a customer satisfaction survey (CSAT survey) is likely the most widely used. Why? The process is simple and informative. Doesn't every organization want to know how they are performing? What do customers or users think about their product or service? Hopefully the answer is yes. The results from a customer satisfaction survey are used to drive improvements and measure performance. CSAT studies typically involv
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5 Options to Conduct Customer Satisfaction Surveys
Posted at: 4/26/2018 3:28 PM
Customer satisfaction market research is likely the most common form of market research conducted on a daily, week, monthly, and yearly basis. It involves the simple act of reaching out and asking customers for feedback, both good and bad. Then it is up to the organization or its market research vendor to analyze and report on the feedback. Far too many organizations ask and collect feedback but do nothing with it. This happens far too frequently and is not recommend. One of the worst outcomes
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Syracuse Market Research Company Offers 4 Tips for Your Customer Survey
Posted at: 4/17/2018 2:45 PM
A customer survey can offer an organization a lot of value and return on investment. At it's core, it is the essence of market research. It involves formally reaching out to customers, asking for feedback, and taking action on results. Our Syracuse market research company has completed a lot of customer surveys over the years. There are 4 very basic principles that can help you with your next customer survey. Here is the 10 step customer survey process: Market research proposal Kickoff meetin