Reputational Risk - Customer Surveys

Some questions to ponder:

Do your competitors enjoy more customers than you do?

Have your customer numbers been declining?

Do your competitors experience higher levels of repeat business than you do?

Have you noticed that regular customers are purchasing less regularly?

Have you had turnover in sales staff in the past six months?

If you answered YES or MAYBE to any of these questions you need to consider conducting a customer satisfaction survey.

Reputational risk is a very real threat to business.  Customer surveys give early warning of possible reputational risks.

Recent research by Curtin University of Technology (Western Australia ) found that:

• 95% of customers who experience unsatisfactory service take some form of retaliatory action against the business.
• But only half of these customers will complain to the business
• The customers who do not complain will most often retaliate by simply never returning to the business.

Other research has shown that customers are most satisfied when a business responds well and resolves their complaint - even more satisfied than if the business 'got it right' in the first place!  This is why it is vital to have effective complaint management processes in place.

Customer satisfaction surveys are an important means of finding out how customers experience your business, its products and services, and whether sales staff are doing 'the right thing'. 

With the advent of Word of Mouth Forum and similar websites one dissatisfied customer can cause your business significant reputational damage, and you will not even know.

Customer Satisfaction Surveys are a proactive and important tool for safe-guarding your business reputation and increasing sales.

We offer a complete customer survey service from question design through to data analysis and final report.  Survey questions are developed in consultation with you to ensure that you obtain the information you require.

Your survey will be developed and undertaken by a qualified and highly experienced researcher with extensive experience in designing online, paper-based and telephone surveys, sophisticated data analysis and presenting easy to understand reports.