Our Unique Approach – Accurate, Beneficial Information
At Direct Opinions, we tailor each customer satisfaction survey to your information objectives. We do not use a canned presentation but develop a custom survey based upon what you want to know and how this information will be used within your company. Our interviewers are trained to be a neutral, third party, accurately capturing the voice of your customer.
Need Information Quickly?
We can rapidly complete a high-volume of calls weekdays, evenings, and weekends across all time zones.
Why Conduct a Customer Satisfaction Survey?
Acquiring new customers is 10 times more difficult and expensive than retaining existing ones. This is one of the fundamental driving forces behind the adoption and interest in CRM and related customer retention strategies.
In a research study by Rice University Professor Dr. Paul Dholakia and Dr. Vicki Morwitz, published in Harvard Business Review, the experiment concluded that the simple act of asking customers how a company was performing by itself proved to be a great customer retention strategy. In the research study, conducted over the course of a year, one set of customers participated in a satisfaction survey and the other set was not surveyed. After a year, twice the number of people
who participated in the survey continued and renewed their loyalty towards the company.
The research study offered some interesting rationales based on consumer psychology behind this phenomenon:
Simply Conducting Customer Satisfaction Surveys
can...
- Reinforce the
customer’s feeling of value to your
organization.
- Create positive feelings.
- Increase repeat business.
- Provide a way for unhappy customers to vent.
- Demonstrate your commitment to listening to
your customers.
- Increase awareness of your range of products
and services.
- Provide direct feedback from customers about
products, services,
and/or support, in addition to feedback the
sales force provides.
Using Information
Obtained in Customer Satisfaction Surveys can...
- Improve customer satisfaction and retention.
- Improve quality of service.
- Increase market share.
- Enhance profits.
- Provide insight as to where the company stands in comparison with
competitors.
- Measure sales organization effectiveness and guide compensation.
-
Direct product developments, priorities, and strategies.
- Target resources on issues of concern to customers.
According to the Bain & Co. study in the Harvard Business Review…
“It’s 6-7 times more expensive to gain a new customer than it is to retain an existing customer.”
“US Companies lose 50% of their customers every 5 years.”
“A 5% increase in customer retention can increase profits by 25 to 95%.” |
