Customer Feedback

Listen closely…That’s your customer! Customer satisfaction surveys provide valuable insight into what your customers think and feel about their experiences with your company. Programs can be designed as stand-alone feedback solutions, or in conjunction with other services such as mystery shopping, for a broad picture of your customers' thoughts and experiences, allowing you to formulate 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 offer a complete, turnkey approach, from survey design and program development, data collection, all the way through to consultation for performance improvement.

QR Code Surveys
Recent surveys show that more than 70% of people say they have used a QR Code, and will again.  Think of QR Codes as powerful bar codes.  While there are many uses for them, customer and employee feedback is a great application.  Your customers and employees only need a camera phone and one of many free apps available, and they can quickly and easily take a survey on any topic you wish.  They're great for immediate feedback, especially on-site events such as post-training evaluations, immediate customer satisfaction surveys, and much more.  IntelliShop guides you at every step: consultation on survey design; creation of the QR codes; obtaining a URL for you or linking to one you current have; system programming; distribution of surveys; and in-depth analysis and consultation on the results.           

ICR – Interactive Computer Response
Customers are invited to visit a specific website (which could link from your website to remain within your brand), or sent a link, with an invitation to complete a survey. While most surveys these days should be relatively short, ICR surveys allow for more in-depth questioning.

IVR (Interactive Voice Response)
Customers are provided an invitation to call a toll-free number, and they use their phone’s keypad to answer a short series of questions. These are good for short surveys that do not require explanations or a high degree of detail.

Operator-Assisted
Inbound or outbound, a friendly voice who offers a more personalized approach. These are most effective for high-ticket sales including upscale/luxury goods and services customers, as well as when more in-depth questioning/probing may be needed.

Customer Intercepts
Our field team can be deployed inside or outside certain physical locations (stores, malls, etc.), to offer a more personalized survey. Most effective for low-volume programs where it’s important to get immediate post-interaction/experience feedback.

E-mail
Provide us with your customer contact information and we will send them a personal invitation to click a link to take your survey. Useful for companies seeking high-volume programs, where customers are geographically dispersed, and in-store invitation is not possible