Customer satisfaction research methods
Posted: Thu Dec 12, 2024 10:14 am
Customer Satisfaction Assessment – Why is it so Important?
Customer satisfaction research allows you to verify the quality of service, as well as the quality of products or services offered by the company. To examine the interest of recipients, you can use several research techniques and methods. The one you choose depends on the nature of the business, the scale of its operations, the industry , or the chinese overseas america phone number data goals you set.
Why is it worth measuring customer satisfaction?
Users are definitely more willing to share negative opinions than positive ones, so alienating one customer can result in considerable difficulty in acquiring others. A negative assessment can appear in the comments section of the website, in the company's Google business card, or in its social media channels. Nowadays, most people verify information about a brand (specific products/services, but also about the brand itself) before making a decision to buy or establish cooperation in another way.
An unhappy customer can discourage up to 10 other people from your brand, while a satisfied customer will recommend your services to an average of two others. If we add to this the fact that acquiring a new customer is several times more difficult and expensive than retaining an existing one, we will realize how key a role high-quality service plays in the sales process.
Customer satisfaction research methods and CATI research
To measure the level of customer satisfaction, surveys are very often used. CATI surveys , or computer-assisted telephone surveys, are very effective . The advantage of this solution is the relatively low cost - the questionnaire is conducted by phone (which allows for easier reaching of recipients), and modern software allows for automation and thus simplification of the entire process at every stage (from selecting contacts, through making calls, the conversation itself, to collecting and organizing the collected information). A CATI survey prepared and conducted by a professional contact center office allows for quick acquisition of a large amount of data, and all this with a small budget (compared to traditional field research and other methods without computer support).
Read also: Gmail mailing – what is it and how to use its functions well?
Customer satisfaction survey using the CATI method – advantages
The effectiveness of the CATI customer satisfaction survey lies in its simplicity . A well-prepared survey is short and does not discourage respondents . Thanks to the appropriate structure of questions, we obtain the maximum amount of data with minimal involvement of the surveyed person. All the information obtained is collected in one place, in electronic form. We always effectively protect the stored data against accidental loss or theft.
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Do you want to use the services of a professional call center?
Our experts are waiting for your call!
Our clients' satisfaction is the most important thing to us! Check out our offer and let yourself be convinced that we will solve every problem you have.
Contact us!
How does a CATI study work? The consultant calls the interviewees, and the conversation is assisted by a special computer program. The program allows for efficient entry of answers into the system (database), and also guides the consultant through specific question templates. Information is saved on an ongoing basis, so the data can be analyzed not only after the entire process is completed, but also partially, at its earlier stages. Many elements of the study are automated, saving the interviewer and the interviewee time, which translates into lower costs.
CATI research is universal in nature – it can be implemented regardless of the size of the company and the nature of the industry it operates in. It works well in both B2B and B2C activities.
Other available customer satisfaction survey methods
There are also other surveys available on the market that aim to measure customer satisfaction. An example is the PAPI method (paper and pencil interview), which takes the form of a traditional field study. It is a direct conversation between the interviewer and the respondent, during which a form is filled out. It is very rarely used today , because it is much more expensive (high costs related to the logistics of the entire process), takes longer (the answers must be manually entered into the system) and is impossible to effectively automate.
Read also: Service Level Agreement – what is SLA and what do you need to know about it?
The CAWI method , on the other hand, is based on an online survey. The form is delivered electronically and returned by the respondent after completion. This method is relatively easy to implement, but recipients are more likely to answer questions during a short telephone conversation (a completely online format may tire the respondent, also due to the less personal nature of the study).
If you would like to learn more about customer satisfaction research, please contact us . We can implement survey research in almost any industry, regardless of the size of the company and its nature.
Customer satisfaction research allows you to verify the quality of service, as well as the quality of products or services offered by the company. To examine the interest of recipients, you can use several research techniques and methods. The one you choose depends on the nature of the business, the scale of its operations, the industry , or the chinese overseas america phone number data goals you set.
Why is it worth measuring customer satisfaction?
Users are definitely more willing to share negative opinions than positive ones, so alienating one customer can result in considerable difficulty in acquiring others. A negative assessment can appear in the comments section of the website, in the company's Google business card, or in its social media channels. Nowadays, most people verify information about a brand (specific products/services, but also about the brand itself) before making a decision to buy or establish cooperation in another way.
An unhappy customer can discourage up to 10 other people from your brand, while a satisfied customer will recommend your services to an average of two others. If we add to this the fact that acquiring a new customer is several times more difficult and expensive than retaining an existing one, we will realize how key a role high-quality service plays in the sales process.
Customer satisfaction research methods and CATI research
To measure the level of customer satisfaction, surveys are very often used. CATI surveys , or computer-assisted telephone surveys, are very effective . The advantage of this solution is the relatively low cost - the questionnaire is conducted by phone (which allows for easier reaching of recipients), and modern software allows for automation and thus simplification of the entire process at every stage (from selecting contacts, through making calls, the conversation itself, to collecting and organizing the collected information). A CATI survey prepared and conducted by a professional contact center office allows for quick acquisition of a large amount of data, and all this with a small budget (compared to traditional field research and other methods without computer support).
Read also: Gmail mailing – what is it and how to use its functions well?
Customer satisfaction survey using the CATI method – advantages
The effectiveness of the CATI customer satisfaction survey lies in its simplicity . A well-prepared survey is short and does not discourage respondents . Thanks to the appropriate structure of questions, we obtain the maximum amount of data with minimal involvement of the surveyed person. All the information obtained is collected in one place, in electronic form. We always effectively protect the stored data against accidental loss or theft.
Logo Polcall
Do you want to use the services of a professional call center?
Our experts are waiting for your call!
Our clients' satisfaction is the most important thing to us! Check out our offer and let yourself be convinced that we will solve every problem you have.
Contact us!
How does a CATI study work? The consultant calls the interviewees, and the conversation is assisted by a special computer program. The program allows for efficient entry of answers into the system (database), and also guides the consultant through specific question templates. Information is saved on an ongoing basis, so the data can be analyzed not only after the entire process is completed, but also partially, at its earlier stages. Many elements of the study are automated, saving the interviewer and the interviewee time, which translates into lower costs.
CATI research is universal in nature – it can be implemented regardless of the size of the company and the nature of the industry it operates in. It works well in both B2B and B2C activities.
Other available customer satisfaction survey methods
There are also other surveys available on the market that aim to measure customer satisfaction. An example is the PAPI method (paper and pencil interview), which takes the form of a traditional field study. It is a direct conversation between the interviewer and the respondent, during which a form is filled out. It is very rarely used today , because it is much more expensive (high costs related to the logistics of the entire process), takes longer (the answers must be manually entered into the system) and is impossible to effectively automate.
Read also: Service Level Agreement – what is SLA and what do you need to know about it?
The CAWI method , on the other hand, is based on an online survey. The form is delivered electronically and returned by the respondent after completion. This method is relatively easy to implement, but recipients are more likely to answer questions during a short telephone conversation (a completely online format may tire the respondent, also due to the less personal nature of the study).
If you would like to learn more about customer satisfaction research, please contact us . We can implement survey research in almost any industry, regardless of the size of the company and its nature.