Do your customer satisfaction surveys give you specific, actionable insights? Do they engage your customers AND capture accurate information?
3 Great Customer Survey Options:
- Mini-Projects: With mini-projects, we optimize your customer questions, your analytics, and other aspects of your customer satisfaction survey. If you’re committed to doing a DIY survey, or you’re using a survey platform like Medallia, our mini projects are a great way to go!
- Survey Projects: Our end-to-end customer feedback projects can be set up as tracking studies to monitor your progress quarter over quarter or year over year.
- Daily Feedback Programs: With daily customer feedback programs, you’ll have reports and dashboards to track your success with customer service, tech support, and other key aspects of your company.
9 Outstanding Benefits:
We set up your entire customer feedback strategy and your survey questions to collect accurate, unbiased information.
If you are already using a customer satisfaction survey, we start by evaluating it for biases including internal language, double-barreled questions, and sampling errors. Then we roll up our sleeves and eliminate the flaws.
Customer Satisfaction Surveys
“We continue to be impressed by the quality and clarity of Interaction Metrics’ Findings Reports and surveys.”
Dennis Fitzgerald, Vice President Customer Satisfaction, Yaskawa America
Whether you need customer feedback about tech support, service, repairs or returns, we customize your satisfaction survey and net promoter score questions to the areas we’re exploring. Too many companies use a cut and paste approach to survey design which is tedious for your customers and leads to generic, non-actionable findings for you.
We build operations data (incident numbers, products purchased, etc.) into your satisfaction surveys to keep them focused on each customer. Combining operations data with net promoter and satisfaction scores boosts insight significantly.
Superior Response Rates
When everyone is sending surveys, response and completion rates are always a consideration. To solve for this, we have multiple strategies that include direct email feedback, proven survey invite techniques, and building gift card codes into your surveys. Especially for longer surveys, incorporating small tokens of appreciation is a great way to demonstrate goodwill and separate your survey from the clutter.
Our customer feedback surveys use dynamic logic and other customization strategies to delve into the details of how your customers feel about your people, processes, price points, and other aspects of customer satisfaction.
Whether you’re using a follow-up question to net promoter or asking anything else that involves text, Verbatim Analysis is crucial to understanding the root causes driving your outcome scores. That’s why we use social science-based coding techniques to make sense of – and quantify – your customers’ verbatims. And if you have AI-driven text analytics in place, our approach to verbatims boosts its value.
Combining Customer Interviews and Customer Service Evaluations with Customer Satisfaction Surveys are just two of the ways we deepen insights from your feedback program.
You’ll keep track of your gaps, opportunities, and scores in ways that are easy to understand and share with your team.
Interact with your data in a dynamic visual way and see how different variables affect your scores. Filtering by product, associate, time period, etc. enable you to make powerful real-time decisions. Check out a few of our dashboards here.
To learn about our newest ways of conducting customer satisfaction surveys, fill out the contact form!