Client & staff surveys
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Client surveys
Client & staff surveys
Our expertise in client and staff surveys ranges from focused, cost-efficient tools to comprehensive solutions customized for your company.
The regular collection of client feedback is a central strategic mechanism, and a key to your company’s long-term success. Only clients at top satisfaction levels are willing to recommend your company to friends and colleagues (Net Promoter Score, NPS) and do more business with you. If clients are only moderately satisfied (or even dissatisfied), they will make no contribution to your long-term success.
We have many clients who rely on our expertise for the measurement of client satisfaction and loyalty: since 2006 we have conducted more than 100 individual studies of over 500,000 end clients, gathering feedback in around 50 countries and more than 12 languages. We constantly refine our methodology, optimize our analyses and reports, and focus surveys more sharply on measurable business benefits (lead generation). We are among the leading providers of client surveys in the finance sector in all business fields, in Switzerland and throughout the world.
We offer:
You need to get a regular overview of your clients’ satisfaction, but you don’t want to put them through tedious surveys – and/or you’re concerned for your budget. This is the purpose for which we concentrated our client research experience in the Client Experience Check: a lean, cost-efficient tool for the periodic measurement of client satisfaction in the form of a «health check»:
Check the satisfaction of your clients and prospects when they are in contact with your company, i.e. directly at touchpoints or shortly after interaction has taken place. Proximity in time makes the process more relevant to respondents, giving you a direct picture of the interaction unaffected by downstream factors.
The following are examples of events suitable for a prompt, focused measurement of client satisfaction:
In some sectors (e.g. telecommunications, online shops, insurers) event-based measurement is now part of the standard repertoire. It is often conducted within existing IT solutions (e.g. CRM systems) or with specialist software. If such opportunities do not (yet) exist within your company, we can help: we use standard MS Office products (with no additional software) to create event-based feedback systems in line with your requirements, whether for pilot projects or for permanent operations.
If your company is to make progress and be fit to face new challenges, you must critically reflect on your internal processes, your corporate culture and your senior executives. And who is better able to assess these criteria than your own staff, the internal experts?
As your external partner we guarantee your staff the anonymity they need in order to give you their opinions openly and honestly. We put the right questions on the subjects that are important to the satisfaction and motivation of your staff. The structure of our surveys, analyses and reports is such that you will not only understand the bigger picture but will also be able to take effective action at every organizational level.
We offer: