• Measure customer satisfaction levels
• Improve customer retention
• Gauge interest in new products and service offerings
• Pinpoint areas for improvement

An unhappy customer equals lost profits. That is why customer surveys are vital to good business. By obtaining feedback from the actual product or service users, companies can identify and fix problems before customers decide to take their business elsewhere.

Every business wants to retain its customers. But did you know that research has shown that it costs five times more to attract a new customer than it does to retain a current one? With that kind of money at stake, it makes sense to make a low-cost investment in a customer survey.

Leading companies understand the importance of customer surveys. Not only are customer surveys quick and inexpensive to produce, they are also guaranteed to yield invaluable results. Findings from customer surveys can help companies develop customer loyalty and increase long-term profitability.

Customer surveys are essential for any company that is committed to customer retention. Among the many things customer surveys can measure are:

• Overall satisfaction
• Product-specific satisfaction
• Timeliness of delivery
• Customer service satisfaction
• Returns and exchange process satisfaction
• Interest in new products and services
  

Customer survey-Design
As an optional service, one of our experienced level researchers can work interactively with the client to create a customer survey questionnaire "from scratch" tailored specifically to their information needs and strategic objectives. Alternatively, we can begin with one of our professionally- designed customer survey templates and then work interactively with the client to customize the survey to their specific needs.

Our standard customer surveys cover nearly every facet of customer satisfaction, including:

• Overall satisfaction
• Product-level satisfaction
• Importance vs. satisfaction
• Timeliness of delivery
• Customer service process satisfaction
• Returns and exchange process satisfaction
• Interest in new potential products and services

Our standard customer satisfaction surveys are comprehensively designed to identify and isolate key independent and dependent variables.

Our in-house research shows that customer attitudes are a better predictor of future customer behavior than past behavior. We believe that a well-designed customer survey is defined by the quality, not quantity, of the questions. Our brief and highly usable customer surveys are specifically designed to accurately measure attitudes that affect real business metrics, like customer retention rates and turnover.

We have developed propriety methods to protect the security of your customer survey while still maintaining respondent anonymity when required. Using our unique method, clients are protected against duplicate or unauthorized survey responses. Meanwhile, Versatile Softlinks protects customer anonymity by stripping response data of all identifying information, including Personal information, before passing along survey results to the client.

Our standard computer-generated analysis reports are designed to provide a variety of statistical, graphical and verbatim results summaries. All of our reports can be "cut" by respondent subgroups or time periods.