No matter what type of organisation you are, we will have a Customer Satisfaction Survey approach ready and waiting for you at CSN: whether you simply need the feedback to be generated, or like most customers, you need a fully managed Customer Satisfaction Survey solution.
Survey design, feedback gathered, analysed, benchmarked and the part our own customers consistently provide great feedback on, the Post-survey Presentation, we have a package for you.
Our in-house Insight Team complete the Customer Satisfaction Surveys, International Customer Satisfaction Surveys or Employee Satisfaction Surveys, using the format our customer decides: telephone, email, SMS, web page or combination of each.
Once our deep analysis of the results has been completed, then follows our sector-leading 'Post-survey Presentation' stage. This is where we pull together our customer's key stakeholders, present the results, show the analysis and patterns, as well as calling on over two decades of experience, to provide clear ways to improve...read more below:
Generating clear and insightful feedback from customers and employees is a hugely important part of the Customer Journey to Excellence.
HOWEVER, if the results are not analysed properly or worse, NOT actioned upon, this process is a waste of both time and money.
These are skills our team have in abundance.
In fact, we have been successfully generating customer
satisfaction and employee survey data for over 20 years.
Additionally, we believe we have the best reporting suite, analysis and set of recommendations too, which provides the perfect platform for our customer to make the necessary changes, in order to improve and maintain higher levels of satisfaction - the backbone of delivering Customer Excellence.
Unique to CSN, you'll want to check this part of our Customer Survey solution out! 20+ years experience at your fingertips - no longer will you have concerns over how to interpret the customer feedback or what to change to improve it.
B2B Surveys need careful planning
Generally speaking business decision makers are much harder to contact than consumers, due to gate-keepers, secretaries, out-of-office even compliance such as CTPS which can affect who you can and cannot call across a list.
Through our experienced approach and use of complementary media to gain access to the right people at the right time, we are able to deliver a highly professional, deep insight at a fraction of the cost of an inhouse team.
Consumer Surveys can be very expensive to run without the right expertise
Without the correct technology and call management systems in place, trying to contact large volumes of consumers can be expensive and unrewarding.
Whilst CSN can bring all that to the partnership, our 20+ years of experience undertaking such surveys on behalf of our customers, means that we also bring sector-leading insight into what type, content and approach of survey will glean the most valuable feedback. This allows our customer to focus on the improvements that come out of the analysis.
Employee Surveys: it's all about asking the right questions
Almost all organisations try and engage with their employees at some point. However, again from experience, unless there is the correct internal expertise, almost all gain very little out of the exercise.
With employees (as with consumers) there is no 'one size fits all' approach that works.
Any questions put to them need to be, above all, relevant to their role and useful to the organisation.
Employee surveys must not be onerous or complex to fill in. To have any affect on long term employee satisfaction, also need to be repeated regularly and improvements that have been identified actioned consistently.
A truly international experience
In addition to our unparalleled experience in building, undertaking and analysing customer and employee surveys, another sector-leading element to our service, is that for those organisations wishing to gather crucial feedback in one or more countries around the world, we have a native-speaking research team, which currently covers 27 languages.
For companies looking to pull together insight across their customers or employees, regardless of where they reside, within a single set of analysis, CSN is the answer.
In fact, to our knowledge, we are the only answer!
Complaint Surveys should only be handled by experts
The one category of customers guaranteed to have opinions and feedback are those who have previously complained about your product or service.
And of course, by the very nature of a complaint, the person you wish to gain feedback from, may be more focussed on the details of the complaint, rather than trying to help establish how it was dealt with.
Surveys of people who have recently complained when executed correctly, can lead to some of the deepest insight and transparency around customer perceptions.
However, only a highly trained, experienced team will achieve that result. And we have such a team at CSN.
Post-survey presentation - where we spread the real gold dust
Most of our customers want the answers and to fast-track to the decision stage in terms of how or where to apply the changes, so that their customers or employees see a substantial improvement and remain loyal.
As such, a fully managed, end-to-end solution is what we offer:
Survey construction and advice
Sample size advice
Feedback gathered through multi-media (telephone, email, social etc)
Complete data capture into single format
Analysis and patterning
In the final stage of the survey feedback process, one of our most experienced directors will pull together the key stakeholders within our customer's organisation in order to present the results.
However, this isn't a standard presentation merely running through results. This is one of the most insightful meetings our customer will ever have. We will be fusing 20+ years CX experience with the results of their survey in order to; identify trends, benchmark against competitors/other sectors, identify short, medium and long term improvements that are required and overall ways to improve. All based on the feedback.
Contact us today to discuss what would be involved, timescales and indicative pricing for CSN to manage your crucial customer/employee survey process.
Ask the expert....
PROBLEMS WE SOLVE - A DROP IN SALES DESPITE HIGH CUSTOMER SATISFACTION
Just because you collect customer
feedback, doesn't mean in itself that you can confidently predict customer satisfaction levels....is the data being collated and analysed correctly? Is the sample large enough and representative of each key customer segment etc?
CSN have an unrivalled depth of experience supporting our customers to cost-effectively gather, analyse and act on customer feedback.
You diligently collect customer feedback and recently everything has been pointing to, generally, customers being satisfied and yet you are seeing a steady decline in sales.
Don't just take our word for it...
Our customers at CSN are the one's in the best position to judge the positive results that we help them achieve;
''I doubt we would have got to this in such a well-planned and focussed way without the help of CSN and with the addition of their Mapovate software to help us capture and then review and refine the process as we implement changes. I now feel we are in a great position to make some real changes to the benefit of the customer. Thank you CSN for helping us get this far''
Trudie Wright, Head of Customer Services
Contact us today to start discussing how to super-charge your journey to Customer Excellence
+44 (0) 1902 311 641