Market Research / Customer Service Programs

Market Research / Customer Service Programs

Customer Satisfaction Surveys

One of the most valuable tools to evaluate your operating procedures and overall customer service. We will help you develop a series of questions which will help your customer evaluate a product or service. You may conduct a one time survey regarding a specific event or product or we can conduct monthly or quarterly surveys for customer who uses your product or service on an ongoing basis. Ongoing survey results can be weighted to ensure that they can be compared accurately to one another. This will allow you to track improvements as your company makes an effort to improve a product or service over time and will help you keep in touch with how your customers perceive you. Ultimately, it will let your customers know that you care.

Employee Satisfaction Surveys

How do your employees, or INTERNAL customers, perceive management, their future with the company, their benefits and incentives? What are their ideas for how to improve the organization and what are their concerns? Studies show that how your internal customer perceives your company has an enormous impact on how your EXTERNAL customer perceives your company. This is a valuable tool in ensuring Total Customer Satisfaction. It is even more valuable when conducted as a part of the Customer Satisfaction Survey.

Mystery Shopping

How do your sales representatives or your organization's overall image match up to the competition in customer service and overall presentation? Find out where you have the competitive edge over similar organizations and where you can improve your rating. Our
interviewers will contact your competitors and "shop" them, given the specific criteria you are looking to capture. We will then analyze the responses for you.

Blind Studies

We can contact a random sample of current or past customers that may use competitive products and/or services. When conducting a "Blind" Study we will not divulge the name of the client who is paying for the survey. Therefore, the results will be unbiased and respondents
may be more open and honest with overall ratings and comments regarding you and your competitors.


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