Customer Satisfaction

The specific types of surveys that we conduct will depend on the research needs of our clients and the research questions that need to be answered.
However, some common types of customer satisfaction surveys that we conduct include:

Transactional surveys: These surveys are conducted after a specific interaction or transaction, such as a purchase or a customer service call. They assess the customer's satisfaction with the experience and help identify specific areas for improvement.

Relationship surveys: These surveys are conducted periodically to assess overall satisfaction and loyalty of customers towards the brand, product or service. They help in tracking changes in customer satisfaction levels over time and identifying key drivers of satisfaction.

Net Promoter Score (NPS) surveys: These surveys measure the likelihood of customers recommending a product, service or brand to others on a scale of 0-10. Based on the responses, customers are categorized as promoters, detractors or passive, and the NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS surveys help in identifying areas for improvement and measuring customer loyalty.

Customer Effort Score (CES) surveys: These surveys measure the level of effort customers have to put in to complete a transaction or interact with customer service. CES surveys help in identifying areas where customers are facing issues and can help in reducing customer churn.

Customer Loyalty Index (CLI) surveys: These surveys assess the level of customer loyalty towards the brand, product or service. They help in identifying areas where customers may be dissatisfied and need improvement.