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Customer Survey Design
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Applying our years of customer research experience and expertise, Infosurv can help compose a highly relevant survey instrument that will yield sound and valid conclusions while achieving the maximum survey response rate possible.
As an optional service, one of our experienced PhD 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
| Independent Variables | Dependent Variables |
| Customer service | Overall satisfaction |
| Timeliness of delivery | Likelihood to recommend |
| Competitive pricing | Likelihood to repurchase |
| Professionalism | Customer loyalty |
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.
Infosurv utilizes rigorous research methodologies to assure the reliability and effectiveness of all of our customer surveys. Various technically advanced features can be built into our online surveys to assure a smoother operation and more complete survey results, including page-level branching logic to assure respondents are shown only relevant items, response verification to assure all required questions are completed, and a save-and-resume feature to allow users to save and later resume a partially completed survey.
Design --> Administration --> Analysis
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