Online Market Research Services By Smart Opinions

Unless you have 100% customer satisfaction... you must improve.
- Horst Schulze, Ritz Carlton.

When it comes to measuring business performance, there is no hard and fast rule as to which metrics should be prioritized to ensure success. However, there are a few indicators that are absolutely vital to take into account for all of your business decisions. One of these metrics is Customer Satisfaction.

Your customer satisfaction is like a vital sign of the health of your venture, and it affects virtually all aspects of your business from reputation and brand recognition to revenue and profit margins. That's why successful businesses recognize customer satisfaction as a key factor that will keep their venture on the growth trajectory. To this end, they make sure to measure and evaluate the satisfaction levels of their customers by conducting periodic customer satisfaction studies.

We can provide your with marketing survey solutions that cover all aspects necessary for a comprehensive SCAT study including designing the survey instruments, sampling, administration, data analysis, customized analytical reports as well as advice on the implementation of research insights.

Our approach to Customer Satisfaction Surveys

Any successful customer satisfaction survey program must have a clear set of goals. So, the first step in our customer satisfaction survey process is to ascertain the objectives you seek to realize with a customer surveying program. To this end, one of our research consultants will ask you some questions with regards to what your organization seeks to accomplish, and how you plan to use it the information.

Based on your answers, we will determine which type of CSAT survey will be most suitable for your information needs: the transactional or the relationship survey.

Transactional Survey

Transactional surveys aim to probe customers about their experience during a recent transaction or interaction with your brand (e.g. how long the customer waited to be served, whether they were greeted by a member of staff etc.).

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Relationship Survey

Relationship surveys aim to gauge customers' cumulative impressions about their overall experience with the company. These surveys focus on higher-order customers' sentiment about the brand including their overall satisfaction, repurchase intent and willingness to recommend the brand to others.

It is not uncommon for a CSAT survey to include both transactional and relational elements. However, most CSAT surveys tend to focus either on transactional or overall brand satisfaction. Therefore, developing an effective CSAT survey requires an understanding of what exactly you are looking to find out by polling your customers.

Once we have clarified your information needs, one of our consultants will walk you through the process and provide advice on the optimum administration methodology based on who your target audience is, and the information you are seeking to obtain from them.

Our survey design experts will then develop the survey instrument according to the best practices of market research survey design. We utilize rigorous research methodologies to ensure every instrument is valid, reliable and user-friendly.

Once the questionnaire has passed our validity and reliability review process, we will then proceed onto data collection by deploying the survey with your target consumer segment. Our consultants will generate a representative sample to make sure the survey is distributed to the right people.

Upon completion of the survey, the results are filtered, aggregated and analyzed by our data analysis experts to extract meaningful and actionable information you can then use to improve your customers' experience.