Companies need to know the opinion of their customers about a variety of topics to make decisions. Customer surveys help organizations to guide the company to the customer, identifying preferences, reasons for dissatisfaction, needs, etc.
Customer surveys and the use of indicators such as the Net Promoter Score (NPS) or the Net Satisfaction Index, enables companies to strengthen the relationship with their customer, to increase sales and generate more loyalty. Many companies also need to have objective and compared information of these indicators for their various departments or providers (in services which are outsourced).
IZO makes Satisfaction and Perceived Quality studies through customized surveys for each company in order to achieve the goals settled at the start of the project.
The purpose of these projects is to obtain a rigorous metric of Customer Experience to understand the factors which hold back your level of satisfaction and dissatisfaction in order to achieve more results through the analysis of their feedback and make business decisions that improve the main indicators which impact in the experience of the customer: satisfaction, loyalty and recommendation.
Depending on the type of aim measure, the surveys are classified as:
Multichannel Surveys: their objective is to measure the experience in a multichannel environment and transversely determine the overall experience of the final customer with the attention received in the different channels of the company with which the customer interacts: Telephone Channel, face-to-face, Web, Social Networks, Chat, etc.
Feedback Surveys of Processes: its aim is to measure specific experience in customer contact interactions with the company. In this type of survey we try to identify, from the customer’s point of view, specific aspects of processes’ improvement. They can be applied to any contact that the final customer has with the company: purchasing, billing, technical support, facilities, retention process, etc.
Customer Experience Surveys: its purpose is to measure the final customer experience in a general environment to identify relevant aspects of the brand, price, service channels and product.
To perform the field work, different channels and tools may be used: Interview by phone, online surveys (via email), SMS, IVR, etc.
The surveys’ results are analyzed by our consultants, experts in customer experience, in order to draw conclusions and actionable insights for the company from the customers’ answers.