Sit back and relax. Our customer experience experts manage the survey design, programming, and fieldwork.
We send your customers professionally-written questions that uncover clear priorities and drive action.
Using a third party gives customers the confidence to share their opinions honestly, leading to more accurate data.
After signing up, we contact you to collect payment and customer contact information (name and email address).
Drive Research sends customers an email invitation to complete a survey within two business days of receiving payment.
You receive access to an online portal that provides live, up-to-the-second results.
The survey link remains active for at least two weeks. Drive Research sends reminder emails to non-responders during this time.
Fieldwork is closed, and you are fully equipped with the actionable data needed to improve customer retention and satisfaction.
Likelihood to recommend, Net Promoter Score, customer advocacy
Overall satisfaction, changes in sentiment, reasons behind shifting perceptions
The factors customers value most when selecting a company like yours
Likelihood to leave, churn risk, and the reasons customers consider alternatives
How well your organization delivers on buying criteria
How customers evaluate the value they receive relative to price
How your company compares with other providers customers have used
The words, feelings, and associations customers connect with your company
The one change customers would make to improve their experience and satisfaction
Several platforms exist that allow businesses to survey their customers. Here is how Drive Research offers more than just another DIY survey tool.
With other survey platforms, users are responsible for writing their own questions. Many people struggle with survey design and create surveys that don’t give them the most accurate and unbiased results. Whereas our team has a combined 80+ years of experience partnering with various brands to enhance their customer experience programs through data. Through this experience, we have designed the perfect customer survey template that has proven to drive real organizational change.
Survey programming is no easy feat. And when done incorrectly, it makes your data useless and makes your brand look bad to your customers. That’s why we’ve eliminated that step for our clients. You’ll receive a pre-programmed customer survey from our experts who have extensive backgrounds in coding complex questions that make you look good. No lengthy contract, no need to train yourself on new software.
Getting an honest view of the customer experience depends on people feeling comfortable sharing candid feedback and confident that their responses will remain confidential. Working with a research firm like Drive Research gives your customers an independent third party to collect feedback objectively and helps your organization gather more trustworthy, unbiased results.
Each package includes Drive Research sending your customers an email with best-practice language, inviting them to complete the survey. Additionally, we will send reminder emails specifically to customers who have not completed the survey (not a blanket email to the entire database, including those who already shared their thoughts). This email cadence, combined with the third-party confidentiality, results in higher response rates than if sent through other DIY survey platforms.
Drive Research also offers end-to-end project management for organizations interested in conducting a fully customized study. A custom project with our team includes kick-off and debrief meetings, a unique survey design, a dedicated research consultant team, benchmarking data, and more.
Contact our team for custom pricing.
– Survey invites to customers sent by Drive Research (Up to 1000)
– Professionally written survey template (no customization)
– Survey programming
– 1 automatic survey reminder to non-responders
– Dedicated project manager
– Report with question-by-question results
– Passcode-protected live reporting link
Everything included in basic, plus:
– Survey invites to customers sent by Drive Research (Up to 5,000)
– 2 automatic survey reminder to non-responders
– Report by up to 3 segments (i.e. age, gender, location)
Everything included in premium, plus:
– Survey invites to customers sent by Drive Research (10,000 or more)
– 3 automatic survey reminder to non-responders
– Report by up to 6 segments
Additional questions
Additional reports by segment/filter
Reminder phone calls
Incentives
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You can add survey questions for $250 per question. However, if you are looking for more extensive customization, we recommend a custom survey package starting at $10,000. Because the Basic, Premium, and Enterprise packages are designed for speed and affordability, they do not include custom-written survey questions. The survey included in these packages is pre-written to reflect an optimal length, cover a broad set of topics relevant to most organizations, and deliver meaningful data for decision-making.
To begin, our team must receive payment, a customer contact list, and up to 5 competitors to test. From there we start fieldwork within two business days (or a date of your choosing). We leave fieldwork open for at least two weeks to account for customers who have not had time to complete the survey.
Drive Research offers end-to-end project management for organizations interested in conducting a fully customized study. A custom project with our team includes additional features:
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