Surveys/Feedback

Customers keep you in business and to keep your customers, a business needs to understand their expectations and level of satisfaction with your products and services. How well do you know what your customers think and even say about you? Today's competitive marketplace requires every organization to listen to the voice of its customers.

Seeking customer feedback on a regular basis is a priceless strategy to provide you with:

Valuable input for both short-term and long-term decision-making. Critical operational and strategic insights that affect growth and profitability. Establish trust in critical relationships that help you better serve current and future customers. Suggestions to earn customer satisfaction and loyalty for a competitive advantage. Factors that influence customer’s decision to do business with you and even recommend you to others!

"What gets measured, gets treasured."  Brian Lee, CSP

Since 1991, Michele Weston's Inspiring Solutions has specialized in customer service, leadership development and strategic planning. As a part of these initiatives, we help our clients understand and meet their customers’ expectations, which include their employees, prospective and current customers. We are committed to help you obtain the most valuable information with the highest response rate (our current average is 57%).

Unlike many marketing and consulting companies that administer a standard questionnaire for its clients, Inspiring Solutions customizes the assessment process to obtain the most beneficial information to help you grow your business and implement strategies to achieve maximum satisfaction from both customers and/or employees. We offer the following solutions:

1. Customer Satisfaction & Expectation Survey – online or paper survey distributed to learn what factors influenced their choice to do business with your company, evaluate the importance and satisfaction of the products and services you provide, and/or obtain suggestions to enhance their satisfaction.

2. Focus Group – by survey, phone or face-to-face with current and/or prospective customers to assess current knowledge and/or test future changes to the business, products or services.

3. Employee Satisfaction & Expectation Survey – online or paper survey distributed to all employees to learn what factors influenced their choice to work for your company, evaluate the importance and satisfaction of the working environment, and obtain suggestions to enhance their productivity.

The customer perceives service in his or her own terms.

As your partner with this process, we will involve you in each phase to the extent you desire and feel most comfortable. The factors impacting the cost of our services depend upon our responsibilities in three separate phases:

PHASE ONE – Design. We confirm objectives and use of the data to be obtained and write the questions for the research with the help of key person(s) within the organization.

PHASE TWO – Administration. This phase involves the distribution of the surveys and/or announcement to the target group of their involvement in the process. This phase could include any of the following steps:

• Photocopying letters and surveys.
• Purchasing any incentives (i.e. money, gift certificates, prize for a drawing).
• Assembling a mass mailing, with would include self-addressed stamped envelopes returned to Inspiring Solutions.
• In the case of an online survey, creating and testing a web-based survey and sending out email links.

PHASE THREE – Compilation and Presentation. We gather and organize the data per the target group(s) identified. The summary and detailed report is presented in a variety of formats such as paper, online, through a conference call or in face-to-face meetings.

1. Expectation Survey (Customer or Employee) – per survey distributed cost is based upon both the number of questions and number of groups in the final report.

2. Paper or Online – You are responsible for supplying IS with the phone numbers of the target group(s), envelopes and mailing labels in the case of paper surveys and emails in the case of online surveys. There is no extra charge for the use of an online survey. In addition to the cost of any “incentive” you offer, there is a per survey cost for administering paper surveys to include the cost of labor, postage, follow-up phone calls, etc.

3. Face-to-Face Meetings – Beyond the presentation of the final report which is included in the survey price, there may be other additional meetings for focus group(s), employee/management feedback meetings or strategic planning.

Interested in learning more about Inspiring Solution's customized customer feedback process and tools? E-mail Michele today at michele@micheleinspires.com or call Jon at 515-987-7882 or toll-free 1-866-225-1249. We'll be happy to discuss specific solutions to help you obtain valuable customer feedback and suggestions to grow your business.

 

Michele is proud to be a Certified Speaking Professional and a GSA Contract Holder.

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