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What are your customer surveys not telling you?

Cary Davey - Friday, June 23, 2017

For some of us, to plumb the depths of the human mind and to dissect what people are really thinking is incredibly rewarding. For others, like those who work in marketing or research, who are trying to work out what their customers think of them, it can be a thorn in their side.

 

 

First of all, you have to make up questions to decipher your customers’ journey, how they feel and what they think about you. Then you have to pull apart your data and figure out what it means for your business! After all of that, are you getting responses that help you to identify your weak points which enable you to improve your company?

 

We have found that prior to using us, many of our clients measured customer satisfaction but found that the results weren’t telling them what they wanted or needed to know. At In-house Research, we provide you with the “voice of your customers” by speaking directly with them about their customer journey. We achieve an average response rate of 70–75%, which gives our clients a much clearer picture of their customers’ views.

 

Because you always want to know why, what, where or how, our focus is about gathering detailed customer comments – so if you’ve got a bad score, the reasons why leap off the page and you can get straight to work improving them. We like using the telephone because of the high response rates and detailed customer comments, but if you don’t want this level of detail for your survey we also offer online, paper, face to face or a mixture of all if needed.

 

If your customer satisfaction monitoring is leaving you scratching your head, asking yourself “what now?”, then we’d love to find out more about your business and discuss how we may be able to assist you. We are so confident of our research capabilities that we offer an up-front guarantee. Be delighted, or don’t pay! Click here now to find out what we could do for you or call 01793 848455.



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Latest Article

 

23 Jun

2017

For some of us, to plumb the depths of the human mind and to dissect what people are really thinking is incredibly rewarding. For others, like those who work in marketing or research, who are trying to work out what their customers think of them, it can be a thorn in their side.

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