Our team has decades of experience designing, fielding, and analyzing results to deliver best-practice metrics like Net Promoter Score, Customer Effort Score, customer loyalty, and other key performance indicators. Here’s a look at our process.
Begin by contacting our customer research company to discuss your project needs. We then create a customized proposal. Once you approve the proposal, your dedicated project team hosts a kickoff meeting to identify key topics and metrics for your survey, such as customer satisfaction KPIs like NPS or CES. Following the kickoff, we provide a project workplan detailing tasks, deliverables, and responsible parties.
Our team drafts the survey based on your objectives and reviews it with you. After finalizing the survey, we program it into an online survey software, ensuring it functions correctly through thorough testing and a soft launch. Once approved, the survey is fully launched to your customer base. Throughout the fieldwork, we provide access to a live data link for real-time response monitoring and send reminders to boost response rates.
After fieldwork, we implement a comprehensive 9-step data quality check to ensure 100% quality data. We then compile the results into a report, including an executive summary, recommendations, customer personas, and detailed crosstabulations. Finally, we schedule a debrief meeting to review the findings and provide actionable, data-driven recommendations to achieving your business goals.
A customer survey project with Drive Research includes a dedicated project management team, expertly crafted survey language, rigorous data quality checks, comprehensive fieldwork management, a client portal with real-time access to survey responses, and strategic recommendations on how to leverage the data for your business.
Other customer satisfaction survey companies use the same template of questions for every project. In doing so, many fail to ask the right questions that accurately pinpoint priority areas to maintain and improve.
Whereas, Drive Research uniquely writes and programs every questionnaire. All while still measuring recommended customer satisfaction metrics such as NPS, CSAT, comparison to competitors, and more.
Each customer satisfaction study includes Drive Research sending your customers an email with best-practice language, inviting them to complete the survey.
Additionally, we will send reminder emails to those who have not completed the survey (rather than a blanket email to the entire customer list).
This email cadence, combined with engaging question types and third-party confidentiality, results in higher response rates than if sent through other DIY survey platforms.
Ensuring high data quality is essential for customer research, as these insights drive critical business, marketing, and sales decisions. Drive Research guarantees accurate and reliable results through rigorous data quality checks, including quality control questions, flagging duplicate responses, reviewing open-ended feedback, and more.
At Drive Research, we offer a wide range of customer survey options tailored to uncover key customer metrics and KPIs. Below are just a few of the many types of customer surveys we can execute.
Boost satisfaction and retention with unbiased feedback and expert analysis.
Identify promoters, passives, and detractors, which can guide efforts to enhance customer loyalty and advocacy.
Improve customer service processes by reducing friction points in the customer journey.
Earn valuable insights for product development teams to refine and improve offerings based on user feedback.
Address the causes of customer churn and develop strategies to retain customers.
Monitor the quality of specific customer interactions and make real-time improvements.
Measure how customers perceive the price of a product and their willingness to pay at different price points.
Measure how well your target audience recognizes and understands your brand.
Drive Research is a big believer in centering your business around customers by using feedback to guide strategy and decision-making. Nothing is more genuine, actionable, or beneficial. When it comes to working with customer satisfaction survey companies, we know you have plenty of options. Here’s how our customer satisfaction research agency is different.
With decades of combined experience in the market research industry, Drive Research offers unmatched expertise in every customer survey project. Our experienced team excels in survey design, programming, fielding, and analysis. This extensive knowledge ensures you receive high-quality respondents and reliable data, making us your trusted partner for all customer survey needs.
At the conclusion of your customer survey project, you’ll receive more than an export of charts and numbers. We offer clients various reporting packages that often include a question-by-question analysis, key takeaways, data visualizations, and industry benchmarking data. You will walk away with actionable recommendations from the data we collect to improve customer retention, acquisition, and other critical KPIs.
To accelerate insights, we prioritize communication. Our team is dedicated to rapid follow-ups and maintains an open line of dialogue throughout the survey process. By redefining turnaround times and setting new standards for speed, we ensure you receive timely updates and actionable insights without delay.
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