Customer satisfaction surveys

Ever wondered what your customers really think about your organisation? Engaging and really understanding your customers, and their experience with you, has never been more vital to the success of your business. 

 

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What makes PDT surveys different?

A well planned and implemented PDT customer satisfaction survey will not only give you an insight into your most important relationships, but will promote customer loyalty and boost sales in the short-term and help you to decide how to position your people and your organisation to meet the challenges of the future.

What does PDT offer?

We can manage your surveys from start to finish; from planning and survey design through to implementation, reporting and helping you making strategic improvements.

Our customer satisfaction surveys are underpinned by:

  • Thorough Planning, Design and Delivery: we work closely with our clients to understand the key goals of their customer satisfactions surveys and to identify the questions that will provide the answers they need. We will determine the best question types and best methods of implementation, which could include web-based customer-managed surveys or more proactive telephone-based surveys or a combination of the two.
  • Effective and Timely Communication: a high level Customer Satisfaction Report is provided for each survey conducted, which contains the empirical results and key messages from the survey to enable first line managers and frontline teams to develop action plans for improvement and to address identified training needs.
  • Accurate Insight & Objective Analysis: we also provide detailed Insight and Analysis Reports at frequencies determined by our clients, which outline the key findings and conclusions and make recommendations on how performance can be improved, so that decision makers can make informed decisions on strategic changes that need to be made.
  • Strategic Implementation: our communication and training teams work closely with clients to communicate the results of surveys to frontline teams and can provide advice and training on how to refine their customer interactions. They will also develop and deliver strategic performance solutions focused on making the necessary improvements to the customer experience to increase satisfaction, drive up loyalty and revenue.

To add power to the insight provided by customer satisfaction surveys, many of our customer run Mystery Shopping programmes alongside.

How can PDT help?

Here are a few common areas in which our surveys can help:

  • Product / Service Performance: you can survey customers who haven’t used your products or services for months to identify what went wrong, and what staff can do to win clients back. A customer feedback survey can also be a good tool to measure employee performance and how each person’s role is tied to client satisfaction.
  • Product / Service Development: you might send out a customer satisfaction survey to help inform new product or service development. Survey data can reveal what customers really want from you in the future.
  • Customer loyalty: surveys can help you identify your most loyal customers who will help you to understand exactly what you’re doing right, what to keep doing, and what to start doing. Showing customers that you’re listening goes a long way.
  • Keeping in touch: Customer satisfaction surveys are a great tool to drive regular communication between you and your customers; to ask them how they’re doing, what suggestions they might have, to find out what impact changes you have made are having and to let them know you value them.
  • Market Research: surveys can help you understand your target market; find out about demographics e.g. age, gender, income, interests, aspirations and what would motivate them to buy more from you.

Customer Satisfaction

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