Customer Satisfaction Surveys
Customer satisfaction is a leading indicator of a customer’s intent to return for more purchases and services.
Satisfied customers impact profits directly through their willingness to remain customers for a longer period of time, purchase more during that time, and pay slightly higher prices for what they perceive as a premium product. Moreover, satisfied customers are also likely to be lower-maintenance customers, requiring fewer resources to serve, thereby indirectly decreasing the costs associated with service.
Understanding customer satisfaction is important to increasing financial performance and can help organizations identify potential problems in specific departments or areas. Information obtained from the customer can also alert an organization to changes in customer preferences, which can then be used to increase the quality of products or services offered.
NBRI’s Customer Satisfaction Surveys explore the relationship between satisfaction and a variety of perceptions, such as: company image, customer service, ethics, communications, value, and product/service offerings. This type of assessment allows an organization to understand what customers want right now, whether those needs are being met, and the areas in which they lag behind their competitors. A well-designed survey yields rich and actionable data that can substantially bolster organizational performance.
By tailoring a survey to meet your organizational needs, NBRI can accurately identify the leading root causes of your customers’ buying behaviors, regardless of product, service, industry or market.
Ultimately, with ClearPath Action, you are primed to address and manage root causes, increase sales and financial performance, and ensure sustained customer relationships in the future.
By working with NBRI, you will see improvements in multiple areas, such as:
- Customer engagement
- Intent to return
- Intent to recommend
- Customer loyalty
- Definition of performance objectives
- Measurement of opinions surrounding new products or services
- Maintaining a customer-centric focus