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NPS and CSAT Research

CUSTOMER 
SATISFACTION 
SURVEYS

WHY DO CUSTOMER SATISFACTION RESEARCH?

To successfully grow your business, it is essential to gain a deep understanding of your customers, and their motivations for buying your products and services.

But more importantly you must learn why they choose your business, from what you do well, and how more might choose your business from what you could do better.

 

Customer Satisfaction

INCREASE LOYALTY

Create brand advocacy through enhanced experience delivery 

TEAM MOTIVATION

Identify training opportunities and reward good performance

CUSTOMER INSIGHT

See through your customers' eyes and identify pain points

 

DELIVER INNOVATION

Identify need based product and service opportunities

BRAND CONSISTENCY

Measure and improve delivery of your brand promise

SALES 
CONVERSION

Resolve service issues, reduce churn and grow sales

Jones Robinson CSAT Case Study

ESTATE AGENCY - JONES ROBINSON

"Not only have we been able to continually improve our levels of customer service through the Yomdel platform, we’ve also, from the feedback obtained, been able to directly win business that would have otherwise been lost.

I really cannot endorse this service enough - if you care about what your customers really think about you then you need to speak to Yomdel."

Charles Robinson - Founder & Director

 

 

HOW DOES CUSTOMER SATISFACTION RESEARCH WORK?

We talk to your customers to find out what they think about your organisation, in terms of the service or product provided, and the people who deliver it.

The process we follow goes something like this:

  • CUSTOMER TARGETING

    We arrange to contact an identified set of your customers, in line with an agreed brief. Our senior consultants will build a research methodology to meet your objectives, whilst ensuring GDPR compliance at all times.

    We can conduct the research directly by telephone, email, or ask customers discretely for feedback when they interact with your website.

    Alternatively, where appropriate we can intercept customers outside your branches or stores.

    We maximise your results by combining different methods of data collection whilst being consistent in the structure of the data.

    Our interviewers act as an extension of your brand and are trained to encourage customers to open up and provide detailed insights about their experience with your organisation.

  • SURVEY STRUCTURE & SCORING

    We ask your customers 2 simple questions:

    • How likely would you be to recommend XXX to friends and family?

      (on a scale of 0-10. This allows a CSAT Score to be calculated)

    • Please can you tell us why you gave that score?

    How does CSAT scoring work

     

  • RAPID RESULTS AVAILABILITY

    We send the data from each completed interview to you within 24 working hours, so that you can react to and resolve any real customer situations.

    We also offer longer, qualitative interviews for clients who wish to obtain detailed feedback on the entire customer journey, or explore specific areas in greater depth.

  • RICH MULTI-MEDIA REPORTING

    We collate all the findings from the interviews into a visually rich, written report, comprising NPS charts, broken down as you require, selected verbatim comments and frequently occurring themes or topics.

    The reports (monthly, quarterly or ad hoc) provide actionable insights to help improve the quality and consistency of the customer experience your organisation delivers.

    Results reporting is also delivered via a complimentary video debrief.

  • CONSTANT IMPROVEMENT

    We can provide a scheduled programme to deliver benchmarked metrics over time.

    These can used as part of internal reporting and KPIs, to drive staff training and process development, in a culture of constant improvement.

    Scaleable volumes and ongoing customer segmentation ensure that the measurement programme adapts in line with your evolving business requirements.

 

IT'S AS EASY AS...

Our rapid, stress free process is designed so you can focus on running your business

BRIEFING

We talk to you about which types of customers you would like to gather feedback from and whether there are particular topics you would like insight on.

You tell us how many customers you have; how many you would like us to talk to and how often (we can help with this).

Number 1 Blue

PROJECT SETUP

We arrange access to the data (customer contact information).

We can access your customer database directly to select data points to contact, or you can provide us with a selected sample.

Number 2 Blue

REVIEW RESULTS

You’ll get results back in 4-6 weeks (as well as individual interview feedback along the way)

 

TIPS FOR IMPROVING CUSTOMER SATISFACTION

Number 3 Blue

CSAT SURVEY PRICING

There’s a one-off set-up fee on your first project as we learn about your business, followed by standard project costs thereafter which include:

  • Project Management
  • Unit rates per interview
  • Comprehensive reporting

Flexible contract terms, flexible volumes

And you can pay monthly by Direct Debit

 

Get in touch with us today, and we'll quickly provide you with a fully priced proposal.

GET A QUOTE

 

INSIGHT SERVICES

Get the very best business results, with Yomdel's range of world class insight services:

 

WOULD YOU LIKE TO KNOW MORE?

 

Find out how you can unlock insight, identify improvements and grow your business.  

 

BOOK FREE CONSULTATION