A Complete Range of Customer Surveys
Understanding and measuring your customers’ experience is essential in being able to build a strong, long-term relationship with your customers.
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Membership Surveys
Whether you are a sports club, charity or other type of membership organisation, this survey is designed to measure the value your members gain from their membership.
Our membership survey provides an effective way to engage with your members and find out what works well and what can be improved. It also provides an excellent opportunity for you to gather views on potential new services.
Featuring:
Satisfaction with methods of communication (including website), newsletters, letters, email, phone services, booking and payment options
Awareness, usage and satisfaction of membership services
Importance of a range of membership related attributes
Attitude statements designed to measure level of engagement and preferences
Likliehood to renew membership
Evaluation of new product and service ideas
Open questions (suggested improvements)
Comparisons by profile of member
Guest Surveys
A survey clearly demonstrates to guests that their experience during their stay is very important and it provides guests with an opportunity to air any comments or suggest improvements.
Measure if your services are meeting expectations and get a better understanding of the profile of your quests. Find out who is most positive towards your brand, what services your guests value most and which of your marketing and communications activities are most effective.
Featuring:
Method of finding accommodation (including: website, travel website, tourist office, recommendation)
Satisfaction ratings with accommodation and services provided
Attitude statements designed to measure experience and preferences
Open questions (suggested improvements)
Comparisons by profile of guest
Customer Services Monitoring
Measure the quality of your customer services team including all types of contact made with customers.
Featuring:
- Satisfaction with response times, verbal and written communications, accessibility
- Behaviour / attitude questions that gauge customers views of brand, product, service and customer handling preferences
- Open questions allow key issues to be identified
- Comparison by customer type, location, type of product or service
New Product / Service Development
Measure your customers’ preferences in terms of new product and service ideas / concepts.
Featuring:
- Evaluation of new concept ideas, features
- Pricing / features trade off (conjoint analysis)
- Impact on business’s / organisation’s brand
- Comparisons by customer type
Customer Satisfaction Survey
This is often considered to be the most important customer survey and should ideally measure customer experience across all the key contact points.
Featuring:
Satisfaction by type of sale, e.g. online / off-line / telephone / salesperson
Satisfaction by type of contact, e.g. customer service / salesperson
Satisfaction ratings for product / service, delivery, quality, price, after sales support
Importance of a range of key industry specific attributes
Propensity to re-purchase, recommendation to a friend (net promoter score)
Behaviour / attitude questions that gauge customers preferences
Open questions allow key issues to be identified
Comparison by customer type, location, type of product or service
Overall results can be compared with available bench mark data
Salesforce Monitoring
This survey focuses on your salespeoples’ / account managers’ performance and customers’ future purchase intentions.
Featuring:
Satisfaction by type of contact (e.g. telephone / online / meeting / exhibition)
Satisfaction ratings (including: product / service knowledge, response times, courtesy, account handling)
Behaviour / attitude questions gauge customers views of the brand, products and services
Measurement of customers’ purchasing preferences
Open questions allow key issues to be identified
Comparison by salesperson (optional) / location / region