Save relationships and find ambassadors
A relationship-based customer survey gives you an overall indication of the customer's image of you and how they experience the relationship with you on this particular occasion. The measurement must essentially be able to generalize around groups and act tactically, rather than acting on an individual customer's feedback. The feedback also gives indications of general images and feelings that are not connected to a contact with you as a supplier.
Why relationship-based customer research?
Unlike a transaction-based customer survey (which captures the experience of a single transaction/interaction), a relationship-based customer survey is designed to get an overall indication of the customer's image and how they experience the relationship at that particular moment.
A relationship-based customer survey is effective if you want to:
- Get an overall indication of the customer's image of you and how they experience the relationship with you on this particular occasion.
- The measurement must essentially be able to generalize around groups and act tactically, rather than acting on an individual customer's feedback.
- The feedback also gives indications of general images and feelings that are not connected to a contact with you as a supplier.
How Do I measure a relationship-based customer survey?
A relationship-based customer survey can be conducted at any time of the year and does not need to be driven by, for example, a transaction/interaction.
Some of the most common questions are:
How likely is it that you would recommend the # company to friends and acquaintances?
How satisfied are you with the # company# in general?
To what extent do you agree that:
- Does the # company # care about you as a customer?
- Is the # company # a company you can trust?
The common denominator is that regardless of measurement within customer surveys, NPS® is measured, i.e. the willingness to recommend.
Want to know your competitors' NPS? Do you want to know if you are perceived as better or worse? Together with our partner Nordic Bench, offer industry analyzes within most segments in the Nordics.
What do I get as customer?
- Key figures (e.g. NPS- Net Promoter® Score provides the NKI - Satisfied Customer Index) which easily gives you an answer to how satisfied your customer is.
- Support in analysis to gain insight.
- The ability to analyze in detail everything from background variables and segments to time periods.
- Possibility to compare with other companies and industries, so-called benchmark.
- Quicksearch software gives you the right tools to drive improvement work forward.
- Integration with MA, CRM, loyalty programs, etc
- Customer feedback that reaches everyone; for example other customers via rating, screens, intranet and weekly meetings.
- Possibility to combine customer survey with employee survey to get a holistic perspective.
- Collaborative partners who can help you in the continued development work with strategy, action plan, work processes and the technical solutions required to create success for your particular company.
Offer
Capture expectations & capture where things went wrong
In this white paper, you get an overall and general checklist of the most important points to consider when creating a solution for continuously listening to customers through customer surveys.
Contact one of our specialists for more information
Tanja Kofler
Consultant, Project Manager
Mobile: +46 (0)73-939 59 33
Telephone: +46 (0)8-410 717 30
Email me:
firstname.lastname@quicksearch.se
Annika Erhardsson
Business developer/Customer Experience specialist
Phone: +46(0)73-597 75 97
Email me:
firstname.lastname@quicksearch.se
Annie Stenehav
Consultant, Project Manager
Mobile: +46 (0)704 10 92 51
Phone: +46(0)35-10 03 30
Email me:
firstname.lastname@quicksearch.se
William Gustafsson
Business developer
Mobile: +46 (0)708 23 42 24
Telephone: +46 (0)35 10 03 30
Email me:
firstname.lastname@quicksearch.se
Give us a call!
We are here to answer questions, guide you and give you the right basis for making decisions.
More smart options to optimize your customer survey
Optimize your customer surveys and increase profitability with the help of our smart options. With small funds and at a low cost, you can e.g.; get the help of your ambassadors to market your company, increase the engagement of your employees and customers, and automate your everyday life. Take a look at our smart options.
Collaborative partners
Partner
Integration platform
In the OurBoxes service from Addimotion, all customer deliveries are collected regardless of where and with whom you send the goods.
Customers receive more relevant communication and thus a better customer experience from order, via warehouse, all the way to the door or agent and delivery.
Partner
Tools customer service
Kundo is a cloud service designed to make customer service simple, accessible and value-creating for both companies and customers. Customer service is important, and we know that it can seem like a difficult task to deliver really good customer service in several channels, at the same time.
