The key to building a customer-centric mindset

Exceptional experiences. Satisfied buyers. Strong relationships. Repeat purchases. This is what happens when customers are at the heart of everything an organization does. It means the strategy and operations are all aligned to their needs. To do this companies need high quality insights, and regular surveys are a great way to embody this customer-centric focus. They have the potential to be the one of highest ROI initiatives a company can invest in, with a track record of yielding great results.

What’s essential here is to close the feedback loop by acting on survey insights and communicating changes clearly to customers. They need to know you’ve listened and are working hard to make things better. It’s so important to embed feedback opportunities at the appropriate time, across multiple touchpoints.

Why are customer surveys essential?

A customer questionnaire collects feedback about the experience with a company’s products or services. They can be used to understand audiences, track brand perception, retain customers, and boost marketing performance.

A customer survey is great for:

• Measuring customer satisfaction – Was the product high quality? Was it value for money? Was the service delivered effectively?
• Identifying areas for improvement – Where could you do better? Gaining insights into the customer experience, and any areas of dissatisfaction is crucial if companies are to become customer centered.
• Gathering insights into needs and wants – This is about understanding more deeply what features or offerings are most important; essential in discovering their pain points and how your product or service can solve them.
• Building customer loyalty – Not only does a survey demonstrate a company’s commitment to improving, but it also opens opportunities to unearth ideas about how they can improve.

Surveys that ask the right questions will allow you to measure the attitudes, opinions, and satisfaction levels. By analyzing the responses, you can identify areas of improvement and then act before dissatisfied customers turn to the competition.

Why should you use customer survey services?

Customer surveys can be a complex science, but the benefits are huge. They are incredibly valuable if they are analyzed in a meaningful way. Working with research specialists can help you improve satisfaction levels, make better decisions, boost loyalty, gain competitive advantage, and even lift employee morale.

What are the different types of customer survey?

Client sample surveys can serve as an effective tool to gather unbiased feedback and foster meaningful engagement, allowing you to understand customer needs better and tailor your offerings accordingly. Among other things, you can measure:

Net Promoter Score (NPS) – calculated by asking if they are likely to recommend you to a friend or colleague, on a scale of 0 to 10. Companies with high NPS scores tend to have higher retention rates, faster sales growth, and more profitability.

Customer Effort Score (CES) – calculated by asking how easy it was for them to complete their task today. Again, this is based on a scale of 0 to 10.

Customer Satisfaction (CSAT) – this is calculated by asking them to rate their satisfaction on a scale of 0 to 10. This is valuable in improving the quality of the company’s products or that they are unhappy with the level of service they received.

Savanta designs research surveys that are a powerful tool to gain valuable insights, improve your offerings, and enhance the experience customers have with your brand. This ultimately leads to increased satisfaction, loyalty, and growth. We work with you to understand the features, attributes, and wider elements of your service you’d like feedback on. This will help you foster a culture of continuous improvement based on deep insights.

Find out more about Net Promoter Score, the Five benefits of customer satisfaction, and our research methods.