CUSTOMER SURVEYS

Gathering detailed feedback directly from your customers is invaluable to the development of your team and your business. Getting this feedback quickly, to allow you to make real time change, is even more valuable.

At My View Research we carry out thousands of qualitative and quantitative customer surveys and our Research Consultants have the expertise to design a customer survey bespoke for the needs of your business. The survey could be for customer research or market research purposes, either way, the level of information gathered and the speed of delivery of the feedback is crucial to the value of the data output.

After transacting with a customer, feedback ideally needs to be gathered within the next 7 days for the information to be effective. The longer the timeframe between transaction and gathering feedback, the less information individuals can retain to pass on for feedback and research purposes.


1

Telephone or online surveys can target the following customer profiles:

Customer Satisfaction Surveys (CSI)

Surveys to current customers can focus on feedback for a number of different areas. The most commonplace is feedback on the level of customer service that is being provided by your company, as well as your price point and value for money. This survey can also be used for market research purposes, to obtain feedback from your customers on the launch of a new product or service.


2

CUSTOMER FEEDBACK

Past Customer Surveys

Surveys to past customers is a valuable way to establish why a customer has stopped using your product or service. Their feedback could establish if it was as a result of poor customer service, they felt it was no longer value for money or that they have found a better solution elsewhere. Identifying this information is invaluable to the longevity of your business and will enable you to focus on those key areas that are impacting your customer retention.


3

CUSTOMER FEEDBACK

Lost Customer Surveys

Surveys to lost customers is powerful feedback for your sales and marketing team. Many of our client’s measure footfall or enquiries into their business, but how many of those actually turn into customers. If your ratio from footfall and enquiry to sale is lower than expected, a telephone survey to prospective customers may reveal why that might be. It could be due to the quality or cost of your product or service, or the level of knowledge or customer service provided by the salesperson.

What Our Clients Say…

‘I have been working with the My View Research team for almost a year and they manage a number of telephone surveys for us. It is crucial for us that the telephone researchers come across as professional, knowledgeable, interested and caring – our customers must see these calls as a positive part of our service which matches our own brand values. I have been very impressed with My View Research; they are lovely people to work with and have handled every new task (however complex) very professionally. We have worked together to improve the quality of feedback and they achieve very good response rates and excellent depth of detail in their survey responses. I have recently recommended them to another part of the business and I have total confidence in them providing the service needed. Thank you for all your hard work.’

Suzanne Vickery, Customer Experience Project Manager | Knight Frank

Customer Surveys

How useful would it be to your business if you received detailed feedback from your customers within 7 days from the date of their transaction? Talk to one of our Research Consultants to explore how we can create a bespoke qualitative or quantitative customer survey for your business.

GET IN TOUCH