Customer satisfaction surveys provide valuable insight into what your customers think and feel about their experiences with your company.  In an ideal world, you would combine survey and mystery shopping research to gain a broad picture of your customers' experiences, allowing you to formulate more informed strategies for performance improvement.  We have web-based reporting and analytic tools that allow you to view side-by-side comparisons of this information. 

We will be glad to provide consultation on which type of research would best suit your needs.

In keeping with our philosophy of customizing each program for each client's needs, we offer a variety of methodologies for capturing customer feedback; all reporting is done via InSite™, our industry-leading web-based reporting system.

Web-based

The most cost-effective type of survey.  We can provide comprehensive program development, including securing unique website URL, questionnaire recommendations, analysis and reporting.  “Hot Alerts” can be immediately sent to front-line managers to assist in immediate service recovery.

IVR (Interactive Voice Response)

AKA, “Toll-free phone surveys”.  Your customers are provided with a toll-free number to call (supplied by IntelliShop) and an invitation from you (usually on a purchase receipt).  They use their phone’s keypad to answer and can also leave verbal comments.  As with web surveys, can be setup so that “Hot Alerts” are immediately sent to front-line managers to assist in immediate service recovery.   

Live Operators

Outbound surveys placed by our highly trained and customer-friendly associates, for a more personalized approach to these programs.

Customer Intercepts

We can station people outside your physical locations to invite customers to take a brief survey immediately following their visit.

E-mail

If you have a database of customer contact information, we can send them a personal invitation to click a link to take your survey.