Surveylab are experts in the design and management of effective customer research studies.
Our approach works well with both one-off surveys and ongoing customer feedback programmes. We host the survey on our servers, managing all aspects of survey fielding (including emailing survey invites). Our online reports provide easy-to-use tools to get answers, with optional supplemental reports written by our experienced consultants.
Our customer surveys:
- Quantify customer satisfaction and brand loyalty
- Define a baseline measure for setting and monitoring future performance targets
- Identify key drivers of customer satisfaction and loyalty
- Highlight issues undermining performance
- Compare importance with satisfaction
- Rate customers' views on key competitors
- Analyse qualitative feedback to gain greater understanding of customers/issues
- Calculate ROI (Return on Investment) for new systems/operations
- Compare performance to Surveylab's industry benchmark data
- Track performance over time
- Rank performance by individual / team / region / divisional performance
Our Approach
Surveylab works closely with clients during the initial planning stage to help define or understand research objectives and develop the right survey to meet them. Utilising both our customer survey experience and online survey expertise we will create the most effective research tool to meet these goals.
We then take care of survey programming and hosting. We can also email invitations to customers if this is required.
Surveylab's online reporting provides (real-time) easy and secure access to results supported by analytical tools customised to clients' requirements including:
- Top-line summaries and overview of results
- Results displayed in both graphical and tabular formats
- Easy segmentation/filtering of answers to drill-down results in any way
- Verbatim analysis with ability to filter and categorise customers' written answers
- Cross-tabular reports
Bespoke online reporting can also be developed and supplemental reports and presentation delivered where required.
Throughout the project's lifecycle Surveylab staff are on-hand to provide professional support and guidance.
Costs
Customer satisfaction survey design and consultancy projects start from £8,000 depending on scope of work. Ongoing tracking studies have many variables - annual cost for a monthly survey might range from £6,000 to £30,000.
All costs displayed are subject to 15% VAT in the EU.
Find Out More
For an informal, no commitment discussion about your customer research plans please contact us!
Read our guide to Online Customer Loyalty & Satisfaction Tracking Surveys (Adobe PDF) to get a feel for Surveylab's approach to conducting a regular customer satisfaction research programme. Our overview The next time you are thinking about customer surveys... (Adobe PDF) provides a downloadable guide to examples of Surveylab's capabilities in managing online customer satisfaction and loyalty tracking surveys.
Services
- Customer Satisfaction Surveys
- Workplace/Employee Surveys
- Custom Online Survey Design
- Outsourcing for Research Agencies
- Survey Email Management
