‘70% of the customer’s journey is based on how the customer feels they are being treated’ . . . when was the last time you talked to your customers?
CUSTOMER SATISFACTION SURVEY AND REPORTING
CONNECT with your customers and WIN their confidence letting them know that they are a valued customer and you understand what their likes and dislikes are.
Contacting and surveying your current customer base allows you to GROW existing relationships and ensure you address all concerns which enables you to RETAIN their business.
‘Investing in new customers is between 5 and 25 times more expensive than retaining existing ones’
KMB will help you with:
The questionnaire design
Choosing the correct questions dependent on the demographics,
Choosing the correct question format – Open Ended format questions (These require an answer about the recipients thoughts and feelings therefore giving you anecdotal feedback) or Closed Ended format questions (Simple questions that answered with a single phrase or Yes/No and are easier to analyse),
Help you calculate your perfect survey sample size, all we need to know is your total customer base / % of confidence level /margin of error required.
KMB will discuss how we would work closely with you, as there are some considerations to understanding why we ask the questions and how.
Customer survey reporting can be simple or complex as you like. It is completely bespoke and is delivered in PDF or Word format to enable transfer to Board reports or ISO Accreditation
Call KMB, to discuss your ideas in more detail on 01527 518373