Get a Detailed View of Your Customers
Objective and candid feedback from your customers can provide useful information toward continuous improvement of those quality indicators that customer’s value most. Customer surveys are the best way of obtaining customer feedback. By employing SPG’s years of customer survey expertise, the end result is an improved bottom line and greater customer retention.
Customer Survey Process
Once SPG understands your objectives for the survey, we customize a survey that meets your objectives. Typically, this includes questions about sales representation, product quality and performance, customer service, comparison to competitors, price/value, Net Promoter Score (NPS), areas for improvement, etc.
The method of distribution (telephone interview or online) is dependent upon your specific situation and needs. SPG will provide advice on methodology to be used, respondent notification of the survey, response rates, targeted completion date, etc. so that the entire process is streamlined and easy to administer resulting in minimal preparation time required by the client company.
Analysis and Reporting
Once the data is compiled it is then analyzed to determine the implications for the client company. The report includes an executive summary complete with specific recommendations. What separates us from other research companies is our unique ability to translate information gathered from customer surveys into clear and concise action steps for client company management. The results are reported with an industry standard 95% level of confidence. Each individual customer survey is provided to client for follow-up on any actionable issues.
There are several categories in which SPG has developed benchmarks. This information contained in our proprietary database is based on a composite of the 100 most recent company surveys conducted by SPG. The database contains information that ranges from the lowest to the highest rating along with the mean and the average rating for each indicator. The SPG 100 Index represents a broad base of American businesses.