Customer Satisfaction Survey Company – Finger On The Pulse Research

0
180

As a bespoke customer satisfaction survey company, we conduct customer feedback research driven around the specific needs of our clients, in terms of scope, process and deliverables.

Finger on the Pulse Research (FOTP) is a B2B research agency that specialise in gathering feedback from key stakeholder groups, in particular, Customers, Suppliers and Employees, by developing and conducting bespoke market research surveys.

These three stakeholder groups are fundamental to the success of any business, yet how often do companies obtain feedback from them, to understand their perceptions of your business, in particular what you do well and what you could improve.

Whether during “normal” times or times of crisis, timely, objective and actionable insights generated through research projects enable businesses to maintain a competitive edge and keep close to the needs of their key stakeholders.

Customer Satisfaction Research – How we do it

Step 1: Scoping the target respondents and understanding your business

We hold initial meetings with our clients to achieve the following:

  • Clarify research requirements and potential areas to measure
  • Understand current processes and business characteristics
  • Select appropriate customers to gain feedback from
  • Recommend and agree an appropriate sample size
  • Provide a full project schedule to include timelines and deliverables

Step 2: Qualifying the core components of successful relationships with your customers

  • The key drivers of customer relationship performance are identified by conducting a number of in-depth telephone interviews with a sample of your customers
  • The output of these interviews are clearly defined Performance Areas and the individual Performance Attributes that determine your customer relationships
  • Step 3: Measuring the Pulse of your customer relationships

    • An online survey with a combination of ratings and “open text” boxes is used to gather customer feedback on how they rate your company on the agreed Performance Areas and Attributes
    • The Performance Areas and Attributesmeasured are those we defined from the earlier qualifying interviews

    Step 4: Reporting via scorecard and identifying customer relationship strengths and areas for improvement

    Output of results include:

    • A customer relationship health Scorecard
    • A measure of performance for each Performance Area and Attribute
    • Verbatim comments providing further insight into the ratings provided
    • Identified customer relationship strengths and areas for improvement
    • Data analysis and recommendations to help you drive stronger customer relationships

    As a key Stakeholder Group, your Suppliers are crucial in enabling you to develop the products/services to better meet your customers’ requirements.  Suppliers can range anywhere from Transactional to Strategic, from Exclusive to Shared and more and more frequently are being considered pivotal to enable a company to deliver its business plans. Given the growing importance of suppliers, it is becoming increasingly relevant to understand their views and gather their feedback. In an increasingly competitive environment, to have strong, positive, collaborative relationships with your key suppliers is becoming a strategic imperative and key competitive advantage. Suppliers often have choices: who they work with, who they invest with, who they chose to develop strategic relationships with. The most successful companies often have the most successful supplier relationships with strong supplier engagement.  But how do you know how successful your supplier relationships are, without some form of measurement.

    Conscious of the maxim that ‘you shouldn’t mark your own homework’, engaging FOTP Research, a specialist B2B research company, as an independent third party to work with you, is the best way forward.

    We will work with you to:

    • Understand your requirements
    • Develop the survey
    • Conduct the supplier satisfaction research
    • Analyse the data and
    • Present the insights

      Loyalty

      Insights from Finger on the Pulse Research Customer Satisfaction Surveys will enable you to build loyalty to retain and develop existing customers. Acting on your customers’ feedback is an effective way to grow collaboration and create more personal relationships which will unlock business opportunities.

      Strategic Alignment

      Clear and objective measures, based on findings from our Customer Satisfaction Surveys, of how your customers feel about the strategic alignment you have with them, will enable your business to review and adapt your objectives to better fit with your customers’ strategy. This should grow the level of customer satisfaction and lead to more collaborative business relationships.

      Competitive Advantage

      Regular and objective feedback from our Customer Satisfaction Surveys will ensure that are you staying attuned to your customers’ needs and are able to anticipate them better, and ahead of your competitors.  Therefore, it is critical to “keep your finger on the pulse” of your customers’ needs.

      Customer Centricity

      How can your business effectively deliver a Customer Centricity Strategy, without having regular & objective feedback from your customers, through an independent 3rd party?  The value of the customer centric approach lies in ensuring that you deliver continued value and take your entire customer journey seriously.   Actionable insights from our customer feedback programmes will illustrate how you can continue to maintain a collaborative partnership with customers and how you can continue to strive to deliver mutual growth over time.

      This survey focuses on measuring customer satisfaction across a range of key metrics to help you understand what your customers perceive your company is doing well, and more importantly, focus on what needs to be improved.

      Actionable insights from the survey will enable you to drive strong collaboration and maintain a competitive advantage.

      In a dynamic world, our VoC programmes enable you to gain actionable and real-time insights that identify which aspects of the relationship are working well, and what needs to be done to improve customer experience.  This, in turn, will drive more collaborative and profitable partnerships.

      In addition, this more regular type of feedback enables you to have an “early warning” of any potential issues.

      This is an ideal tool to deliver real-time and cost-efficient feedback when you are looking to gain insights on a specific topic.

      In addition, this could be used to get tactical feedback to support a strategic initiative (e.g. gauging success on recently introduced initiatives or focusing on getting additional insights from a specific customer group).

      Step 1: Scoping the target respondents and understanding your business

      We hold initial meetings with our clients to achieve the following:

      • Clarify research requirements and potential areas to measure
      • Understand current processes and business characteristics
      • Select appropriate customers to gain feedback from
      • Recommend and agree an appropriate sample size
      • Provide a full project schedule to include timelines and deliverables

       

    Click Here: Customer Satisfaction Survey Company

LEAVE A REPLY

Please enter your comment!
Please enter your name here