Customer Feedback
info@DataProSurveys.com
(814) 297-7079
Customer Surveys
- Customer and Client Satisfaction
- Customer Service
- Customer Feedback and much more
See a sample of some of the question types used for customer relations and customer satisfaction surveys:
The Internet changed the marketplace. With an infinite array of options, customers know that supply exceeds demand. “Good enough” is the enemy of “great” when compared with where you could be. Lack of attention to customers will weaken your position. Attention to customer retention generates more profit than a similar effort to acquire new customers.
Power shifted and now it is the customers who dictate, not only when, where, and how they want to buy, but also how they want to be communicated with and the terms they’ll accept. Customers’ needs and wants are always evolving. Companies that understand their customers and identify the most attractive customer groups have an edge on the competition. They can concentrate on attracting and retaining the targeted customer groups by knowing how to serve these customers better than anybody else.
Today, it is essential to go beyond the traditional Madison Avenue marketing approach in both reach and impact. We must move from monologue ads to dialogue with our customers, and learn to use both new and old media for maximum impact. By staying close to your customers, you will better understand who your customers are, what influences their behavior, and how to attract more customers. You will recognize shifts in buying patterns earlier than your competition, giving you a head start on revising your marketing strategy.
Customer categories:
- Price—always looking for the cheapest possible deal.
- Quality and service—willing to pay a little extra.
- Brand—regularly choose that brand over its competitors for prestige or other reasons unrelated to the performance of the product.
- Innovation—customers in all three categories are willing to pay more for innovative offerings.
Are you concentrating on the right customers? Which categories should be the primary target for product-development and for sales and marketing activities? Most ads seem to emphasize price. Which road will make your company stronger?
- Low Road: Focusing solely on lowest cost.
- High road: Selling something that is distinctive in the customer’s eyes.
High-road companies focus on building their brand, improving products or services and in trading their customers up to new premium products. There is a danger that companies will add costs to support high prices driven by features that are not valued by the customer. It is essential to understand your customers and to anticipate their future wants and needs better than the competition. Information from expertly designed surveys helps businesses in planning effective action by revealing changes in customer preferences and behaviors, and helps in understanding the opportunities these shifts represent.
Demonstrate your commitment to serving your customers by seeking feedback about their concerns. An online survey can provide valuable information about buying preferences. Tom McGinty found that in his business:
- Women will pay a dollar for a two-dollar item that they don’t want.
- Men will pay two dollars for a one-dollar item that they do want.
Survey your customers to determine the importance of factors in question to your customers. DataProSurveys.com collects data online to assess your performance as viewed by your customers. Our solution:
- List specific attributes of products or services offered.
- Contact DataProSurveys.com for a custom designed survey.
- Receive unique online survey link and distribute to your customer base.
- DataProSurveys analyzes results and provides you with a confidential report in plain language.
In constructing survey items, it is important to use the right unit of value—what customers are really buying. They don’t necessarily want the specific product or service, but rather, the benefits that the service or product provides. Railroad companies failed to understand what their customers were buying. Shippers wanted products moved; travelers wanted to get to destinations. But, the railroads fought trucking and airlines rather than operating truck and airline fleets to serve their customers. Many railroad companies went out of business.
Create a win-win relationship with your customers by understanding what is most important to them. Traditionally, measures of customer attitudes were based on small samples and required long lag times. Our fast online data collection and research expertise provide valuable information to make tough decisions easier.
We focus on the most meaningful measures of consumer behavior. To measure customer loyalty, we typically ask:
- How likely are you to recommend [our store, brand, company, product, or service] to a friend or associate?
- Please indicate your overall satisfaction with [company, product, etc.].
- What is the likelihood that you will make future purchases from [our store, company, service, etc]?
To use DataProSurveys:
- Start by making a list of the information you wish to obtain.
- Call our office or send an email indicating your interest and to receive a price quote.
- We will customize an online survey design and submit it to you for review.
- Our next step is to publish the survey on the web and draft a message with the link to the survey, for you to send to your contacts requesting their participation.
- It will be your responsibility to distribute the survey participation requests to your list. For your protection, DataProSurveys will not have access to your contact list information. The survey software does not save addresses of those who respond.
- We take it from there and write the survey report in plain language.
- We treat the reports as confidential information. Only your designated contact person will receive the report to distribute as you see fit.
See a sample of some of the question types used for customer relations and customer satisfaction surveys:
Data Pro Surveys is a division of Morgan Management Concepts
Contact a survey consultant: (814) 297-7079
Or email: info@DataProSurveys.com
“We make tough decisions easier!”
Copyright © Don L. Morgan, 2008
to top ^ |
