Customer Satisfaction Consultancy
What to measure
In a typical survey, we recommend five key indicators to evaluate the overall customer experience:
In addition, every customer should have the opportunity to rate their satisfaction with every contact point that a customer has with the company.
How to measure it successfully
It’s all about asking the right questions in the right way. Our custom-built studies are independent, objective and scientific. We have more than enough experience to know what works, and what doesn’t.
Which methodology?
- Telephone vs. on-line vs. face to face vs. postal surveys. Or a combination?
- We choose the most efficient and cost-effective combinations to maximise quality
Which scale to use?
- Semantic or Numeric? Midpoint or no midpoint? Interval-level or Order-category?
- We know which scales to use, in which countries, and why.
Survey length?
- Striking a balance between completeness of coverage and the risk of respondent fatigue
- Keeping the survey lively and interesting to make sure every answer is accurate and honest
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