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Questions to ask yourself when creating customer satisfaction surveys.

Posted on: 11 January 2016

Customer satisfaction surveys are used by companies that want to keep a firm hold on how their customers view their company.  Whether this is done regularly, or as a one-off project, it gives you a snap shot of how end-users view you, using the feedback to influence anything from customer service policies, to marketing, to new product development.

Customer satisfaction surveys can be carried out in many different ways such as by telephone, face to face or through e-surveys. If you look to outsource this service many companies will look to assist you in the development of your survey as well as the reporting and analysis of your data. However, if you are thinking of keeping it in-house answering these questions will assist you in creating a tight focused survey!

For many companies, repeat business is often secured by keeping in regular contact with their customers. One way to do this is to conduct regular customer satisfaction surveys, to ensure that you are giving the best possible customer service to your customers. By gathering information from your customers, you can build up a picture of how your customers view you.

If this is positive feedback, then you can use this within your marketing to support your reputation. If the feedback is less than positive, it gives you a ‘heads up’ about any problem areas that you can then work towards rectifying.

Your customers will appreciate the opportunity to give feedback, and will see it as a positive part of your customer service.

Get in touch to discuss how we can help you.

Posted: 11 January 2016 | B2B, Blog, Inhouse, Market Research


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