Tuesday, January 13, 2015
Hot measurement - Understand your customers better with a hot survey
Customer satisfaction is a key issue for all companies. Indeed, thanks to its effect on growth, it is now at the heart of many companies' strategies. The aim is not, in the first instance, to find new customers, but to build loyalty among existing customers by meeting their requirements in a targeted and consistent way.
To measure customer satisfaction and identify areas for improvement in your CRM strategy, a number ofcustomer satisfaction surveys can be implemented. SatisFactory introduces you to the customer satisfaction survey and its benefits in understanding your customer base.
How the hot survey works
An on-the-spot customer satisfaction survey is carried out as close as possible to the event in question. Its aim is to find out the customer's immediate opinion after an experience (post-purchase, complaint, after-sales call, service...), so as to detect and deal with dissatisfied customers and enrich the marketing database to better understand each customer's requirements. The ultimate aim is to improve CRM strategy.
What are the advantages of hot surveys over other types of satisfaction surveys?
On-the-spot measurement provides a much higher response rate than the traditional "cold" customersatisfaction survey, and enables any problems to be identified quickly. This makes it easier to manage sales actions immediately after a hot survey (since the information is directly available), and to quickly resolve any malfunctions.
Unlike traditional surveys, measuring customer satisfaction on the spot provides an answer based on the experience of the moment, rather than on an accumulation of experience and external information that can distort the veracity of the answers collected.
Setting up a hot survey with SatisFactory
SatisFactory specializes in setting up satisfaction barometers and satisfaction surveys.
The Sharing-Data SaaS solution enables multi-channel, multi-lingual collection of customer and employee feedback. The tool is available for collection by SMS, flash code, telephone, internet/mobile phone, interactive kiosk or voice server, and enables real-time tracking of survey progress.
SatisFactory, the feedback management expert, can help you implement your customer satisfaction strategy. Don't hesitate to contact us to find out about our wide range of on-the-spot customer satisfaction surveys.
