Customer Feedback Surveys

A customer talking about their experience with you is worth ten times that which you write or say about yourself.
- David J. Greer

As the name suggests, customer feedback surveys measure your customers' thoughts and sentiments about your brand's products, services, policies, customer support and other customer-relevant business functions.

Well-designed customer feedback surveys yield a wealth of invaluable insights about your brand that you can then apply to enhance your customers' experience and increase their loyalty.

They can also help you increase your profit margins by reducing your customer acquisition costs. It is estimated that the cost of acquiring a new customer is 10x higher than the cost of keeping an existing customer who has already shown loyalty to your brand.

If you want to find out how your customers feel about your products, services or any other customer-relevant function of your business, our team of market research professionals is available to take the whole process into their expert hands by designing, administering and analyzing customer feedback/opinion surveys for enterprises of all types and sizes.

Delegate Customer Feedback Surveys to Us

We pride ourselves on designing highly-relevant and focused customer feedback instruments that ensure valid, reliable and bias-free data collection. Our standard customer opinion surveys address almost every aspect of customer experience from product-specific sentiment to satisfaction levels with regards to various consumer service elements (e.g. timeliness of delivery, returns & exchange handling, the quality of customer support).

Our customer feedback survey development process starts with a consultation with one of our market research specialists. The purpose of the consultation is to determine the exact information needs you are looking to meet by conducting a customer feedback study. Our consultant will also provide their expert advice with regards to sampling and the optimal survey administration methodology (based on your goals, target audience and budget). To maximize your response rate, we highly recommend that you administer your customer feedback survey using multiple modalities.

Once we have set clear objectives and decided on the administration methodology, we will then proceed onto the design of your customer feedback questionnaire. Our survey design experts will develop the survey inventory according to the scientific questionnaire design principles to make sure the instrument is as valid and reliable as statistically possible.

Once the questionnaire has passed our validity, reliability and bias-reduction review process, one of our research consultants will help you determine the most optimal parameters and administration conditions for your survey. We will consult you on every possible aspect of survey administration from survey completion deadline to customer incentives.

Upon completion of the survey, our data analysis staff will conduct an in-depth analysis of the obtained data to turn it into actionable insights that you can use to inform your customer experience strategy.