Customer Experience Surveys

 

Research Purposes

 

Customer Satisfaction: Measure customer satisfaction, determine key drivers of satisfaction and loyalty, and examine the impact various service elements have on the customer experience.

 

 

Customer Acquisition: Determine the reasons behind new customers' selection, and gather valuable insight into new customer acquisition.

 

 

Customer Retention: Listen to lost or former customers to identify sources of run-off or churn, and thus improve customer retention.

 

 

 

Data Collection Methods

A variety of data collection methods are available, the selection of which depends on the specifics of the program. Among the most common data collection methods for contact centers are:

 

Web Intercept: Designed for online retail services, this survey randomly selects respondents who enter your Web site and presents them with online surveys. (We work with you to determine the most appropriate means of selecting respondents.) Your organization programs your Web site to launch a popup window, which directs respondents to the Kinēsis survey URL.

 

IVR: Interactive voice response (IVR) surveys invite customers randomly chosen at the point of sale to call a toll-free telephone number and respond to an automated survey. Customers indicate their responses by following preprogrammed prompts on the telephone.

 

Depth Interviews: In this survey method, professional interviewers conduct detailed interviews. This methodology is especially helpful whenever telephone number, e-mail, or address information for targeted respondents is unavailable or if the survey requires product demonstrations.

 

 

Almost half of customer loyalty is driven by the customer experience.

- Forrester