96.7% of unhappy customers never let out even a squeak of dissatisfaction to the organisation that has given them bad service

… unless that organisation makes the effort to proactively ask them for their feedback.

Yet the bad news is these unhappy customers are more than happy to tell others; research shows Karl Albrecht (The Service Advantage, Dow Jones, New York, 1990, p. 199) they will tell at least 15 other people about their sub-standard experience. And with the continued rise of review sites and social media channels, never before has it been easier to post a disgruntled rant to your ‘followers’.

An organisation out of touch with the sentiment of their customers is an organisation in trouble.

This trouble can manifest in many ways:

  • Poor new business sales,
  • Low repeat business and high customer attrition rates,
  • Products and services that miss the mark and are out of alignment with true customer wants and needs,
  • Gut feel decision making as opposed to data-driven decision making,
  • Brand positioning that doesn’t resonate.

The good news is that, if asked in an appropriate way, most customers will be happy to tell you their opinion.  You just need to give them a voice.

Indeed seeking feedback from your customers will deliver you a rich vein of actionable insight and ideas to help drive your business forward and stay ahead of your competitors.

What’s the financial return?

According to a study by the University of Michigan, companies with the most satisfied customers have financial results that dwarfed the Standard and Poor’s (S&P) 500 Index.  Their study showed that companies with the happiest customers gained in value by 75% over a 5 year period Vs just a 19% gain over 5 years for companies on the same Index with average customer satisfaction levels.

When the linkage between financial performance and customer satisfaction is so clear and compelling, there’s no reason to second guess your customer’s views and no need to play Russian roulette with key business decisions regarding your customers.

A smart approach is to surround yourself with actionable customer insight and analytics from PeoplePulse.

Customer Satisfaction

PeoplePulse’s customer surveys can be mobile optimised to enable your customers to give you feedback from anywhere at anytime.

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Capture-free text-analysis

Save time when analysing free text comments with our automated word cloud functionality. Your customer’s most common words or phrases can be highlighted and analysed with the click of a button.

PeoplePulse Customer Satisfaction Surveys – What you receive:    


Your Own Dedicated Project Manager

Our Project Managers have extensive experience in the set up and delivery of best in class Customer Satisfaction Survey Projects.  Their role is to ensure your survey runs in an efficient and effective manner from start to finish.

14 different report types - all updated in real time

Quickly pinpoint key satisfaction drivers. Easily identify strengths or weaknesses. Filter customer results by location, division, date or whatever variables interest your organisation.

Complete branding flexibility

When it comes to your survey branding we give you the ultimate choice. Mirror the exact look of your website, co-brand with the PeoplePulse logo, or 100% PeoplePulse branded. Your call.

Mobile Optimised Surveys

When 1 in 4 surveys today are completed on a mobile device, it’s crucial your customers are presented with a mobile optimised survey. Rest easy – PeoplePulse detects this automatically and adjusts accordingly.

Automated invites and reminders

Easy to upload recipient e-mails to our system to trigger survey invites and reminders. Invite by email, SMS, QR code, or paper – or a combination of all.

The option to pre-load respondent data

Why waste your customer’s time by asking them to complete pages of demographic data? PeoplePulse lets you pre-load that information. Your survey will be shorter, and your customers will love you for it.

Webinar: Customer Surveys


How to Generate Revenue through Customer Feedback

Whilst many organisations collect feedback from their customers, a surprising few take advantage of the opportunity to directly grow their sales. Watch this free online webinar for 6 smart and practical ideas to help you generate revenue through your customer surveys.

Click here for Instant Access

Why Choose PeoplePulse?


Trusted by over 1,000 organisations since we were established in 2003, PeoplePulse combines the very best in online survey software & reporting with your own Project & Account Manager – with you every step of the way. Survey reporting experts from our Insights Division can even prepare, present and workshop your results for you, so you can free up your time to focus on implementing the insights you’ll gain.

Trusted by over 1,000 organisations since 2003:


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What our clients are saying:

Very impressed with the priority and responsiveness shown to our project of work especially when we provided an aggressive timeline.

 

– BPay
PeoplePulse has been extremely contactable, very responsive, personable and supportive. Thank you so much for all your help.

 

– TAL

Enquire …

Either phone us on +61 2 9232 0172, or drop us a note below to enquire about our Customer Satisfaction Survey Solutions:

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If you have a survey project, big or small, we'd love to hear from you ...