Customer Loyalty

It is often thought that customer satisfaction & loyalty surveys are about getting information from your customers as to what you do well and what you could improve.

They are, but they are also about a lot more than that.

The real purpose of a customer satisfaction & loyalty survey is to keep the conversation going with your customers as to the value of your products/services and the skill with which you interact with them.

In particular, you want to pick up any problems they have had, and to respond personally to them.

The research organisation TARP has long proven that:

• customers who have experienced problems but had them addressed quickly and efficiently are likely to become among your most loyal customers
• dissatisfied customers tell a lot of people about your bad behaviour

Our standard customer satisfaction & loyalty survey tool has 4 main sections:

1. investigation of any problems and how they were addressed
2. whether your customer is still a customer, and how loyal they are
3. an overall assessment of key aspects of your customer experience
4. an assessment of what you do well, and what you could improve

Please click here to review the tool, using Interactive Dialogues technology.

Deliverables include:

1. publication of the survey in any language
2. sending an invitation to complete the survey to all people for whom you have provided an e-mail address
3. sending up to 3 chaser notes to those who have not completed the survey
4. 24 hour access to standard reports and spreadsheet downloads

Our all-inclusive pricing is as follows:

• 10 interview pilot/English/No alterations to survey design - free of charge
• 50 interviews/English/minor alterations to survey design - £149.99
• 100 interviews/ English/minor alterations to survey design - £249.99
• 500 interviews/English/minor alterations to survey design - £499.99
• 1,000 interviews/English/minor alterations to survey design - £749.99

For languages other than English:

• you would provide us with the appropriate translation
• each additional language is treated as an additional survey

Important limitation: the Interactive Dialogues technology is not optimised for use with Apple Mac or Netscape browsers.

To obtain a formal quotation or place an order, please click here.