Customer Satisfaction
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Customer Satisfaction Survey for Banks | 3 Common FAQs
Posted at: 2/8/2018 4:55 PM
A customer satisfaction survey is one of the most common forms of market research conducted at a bank or financial institution. It's the simple process of reaching out to customers and requesting feedback. The feedback is analyzed and actions are taken on the results to improve the customer experience (CX). Several benefits are realized through a bank survey. First off, if it is the first time you are measuring customer satisfaction you can create a benchmark or baseline to measure future studi
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3 Components of a Customer Survey
Posted at: 2/7/2018 4:53 PM
Perhaps no form of market research provides a better return on investment (ROI) than a customer survey. All customer surveys involve several components and we'll lay out all 3 in this post today but before we get started, let's dive into why customer surveys offer such a strong return. Benefit 1: Low cost Because you'll be reaching out to your own customers and not buying a list or finding participants to take your survey there are many cost advantages. Benefit 2: Quick turnaround Depend
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The Benefits of Continuous Customer Feedback Surveys
Posted at: 1/24/2018 3:31 PM
A goal for many organizations this year is to become more customer-centric, but to truly do so, is a yearly Voice of Customer (VoC) methodology, enough? We challenge that. Our customer feedback survey company in NY argues there is a lot more value if this type of monitoring and measurement is conducted regularly. Continuous customer feedback surveys can be developed with custom survey questions to address organization's specific objectives. The script is custom designed, invites can be personal
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7 Example Customer Satisfaction Survey Questions | Market Research Company
Posted at: 1/17/2018 9:26 PM
When you think of market research, you likely immediately think of a few types of projects. You might think of a focus group. Or you might think of an intercept survey as you leave an event. One of the other common forms of market research you also might think of is a customer satisfaction survey. These CSAT studies have long been a popular type of market research over the years. A customer satisfaction (CSAT) survey is a questionnaire administered to your customers or members to understand lev
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Market Research You Should Be Doing Every Year
Posted at: 1/5/2018 8:28 PM
The mark of a new year or new quarter typically means new and improved business strategies will be unleashed. These new strategies may include the need to get a deeper understanding of your customers, what consumers think of your brand, how satisfied employees are, and more. Before creating these new strategies during a team brainstorming session turn instead to data. The data gained through market research gives an organization the tools to develop strategies based on feedback from key audienc
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3 Customer Survey Options | Market Research Company Buffalo
Posted at: 1/2/2018 7:35 PM
As a market research company in Buffalo, our team has conducted a number of customer surveys across Upstate New York. Customer surveys are one of the best, if not the most valuable type of market research study your organization can conduct. The return on investment (ROI) on a customer survey is extremely high. The ROI revolves around the low cost associated with using your in-house customer contact list. Costs with market research increase if you need to reach out to panels or through social m
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Top 10 Questions to Ask in a Customer Satisfaction Survey
Posted at: 10/26/2017 7:32 PM
Sorry Rolling Stones, you're wrong. We can get satisfaction and we can measure it through a customer satisfaction survey. Customer satisfaction surveys (CSAT) are one of the most popular forms of market research. The very essence of it is what makes Voice of Customer (VoC) and market research so powerful. Take that Keith Richards and Mick Jagger. It checks the pulse of your organization. How are we doing? What do customers like best? What do we need to improve? The most important part of this p
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Customer Satisfaction Survey Process | Market Research 101
Posted at: 8/21/2017 1:42 PM
One of the most common associations with market research is a customer satisfaction survey. In essence, customer satisfaction surveys are market research. They ask how satisfied are customers are with a product or service and why? This basic form of asking questions to measure levels of customer satisfaction is used by organizations across the globe at some level or another. A survey link and code at the bottom of your Dunkin' Donuts receipt. A follow-up email from your cable provider after a
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Hidden Value in ISO 9001 Customer Satisfaction Data
Posted at: 7/25/2017 5:53 PM
Although collecting customer satisfaction and feedback is part of your required performance evaluation for your ISO 9001 accreditation, you are likely missing out on other hidden value in the data. Many manufacturing companies do the bare minimum when it comes to collecting customer feedback. They accomplish this through an open-ended comment box, customer service notes, or other informal procedures. This helps them meet the loosely defined ISO standards of performance evaluation from customers.
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3 Fireworks No One Wants to See in Customer Surveys (But We're Optimists)
Posted at: 7/4/2017 6:20 PM
We all love positive results right? The proverbial pat on the back. However, this is not always the case with market research as firms like ours are paid to be objective, not supportive. Therefore when we work with clients on their Voice of Customer (VoC) surveys or customer satisfaction surveys, we try not to pass an opinion. Regardless of positive or negative feedback, the role of a market research firm is to categorize the data, develop themes, provide insight, and make recommendations. This
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Why You Should Conduct Monthly Customer Satisfaction Surveys
Posted at: 6/14/2017 2:46 PM
No one will argue conducting customer satisfaction (CSAT) surveys gives organizations an edge against its competitors. Right? However, I think you’ll agree that this edge is sharpened even more by conducting customer satisfaction surveys on a regular basis. Don’t get me wrong, conducting customer satisfaction research in the first place is a critical step for all organizations that helps orient and drive the customer-centric mentality forward. However, in our competitive and ever evolving world
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Why You Need a Closed Loop Process for Customer Experience (CX) Surveys
Posted at: 6/8/2017 2:31 PM
When it comes to market research and customer experience (CX) surveys, it's not how much data you can collect but what's done with the data which adds value to your business and organization. Don't forget, it's all about the "Customer" in your "Customer Experience" survey efforts, not the data. The value and impact of market research lie in the action taken, not the results. Results only matter if the business can take action and make specific improvements based on the CX market research. Ma