Our Voice of the Customer (VOC) Survey leverages your email list to produce an affordable survey measuring your customers’ satisfaction, loyalty, and likelihood to recommend your organization.
We will provide you:
- Questionnaire design services, including writing a 30-question survey reflecting research best practices, adapting our CESL (Customer Experience, Satisfaction, and Loyalty) model to your industry and market positioning
- Programming of the survey into an online tool
- Programming of alert emails to be forwarded to customer service staff to immediately address issues from dissatisfied customers
- Links to use to invite respondents through your email list
- Survey data cleansing
- Excel file with all results, including demographics fields if contained in your email database (gender, age, ethnicity, location, household income, etc.)
Depending on the response rate to your invitations, we will close the survey 5 days after you send your last invite or reminder. Within 3 days of closing the survey, you will receive a white paper analyzing the results along with the raw data.
We have extensive experience with online surveys, dating back to 1996. We are confident that we can deliver you quality answers that you can trust as you make key business decisions about your customer base.