How to conduct a customer satisfaction survey
We can support you throughout the entire survey process; from the moment you think about running a customer satisfaction survey through to receiving a full length report…
We can help you to identify the drivers of satisfaction and use these in the survey to determine the degree to which your company or organisation meets the expectations of your customers. By identifying the drivers of satisfaction it also highlights priorities for improvement (PFI's). These PFI's can help form the basis of an action plan for your company or organisation.
We can administer, manage and support the running of your customer satisfaction survey, and provide a full length report of the findings. After running a second customer satisfaction survey we can also provide a full length report that compares the results between surveys and highlight any trends as well as the PFI's.
| Score | Rating | Analysis of Customers |
|---|---|---|
| Less than 60% | Unacceptable | Detractors - fairly unsatisfied |
| 60% - 64% | Very Poor | |
| 65% - 69% | Poor | |
| 70% - 74% | Cause for Concern | Passively Satisfied |
| 75% - 79% | Borderline | |
| 80% - 84% | Good | |
| 85% - 89% | Very Good | |
| 90% + | Excellent | Promoters |