Customer Experience Surveys


“We help brands align customer expectations with execution.

 

Research Purposes

 

Customer Satisfaction:

Measure customer satisfaction, determine key drivers of satisfaction and loyalty, and examine the impact various service elements have on the customer experience.

Satisfaction: How satisfied is your customer base?

 

 

Customer Acquisition:

Determine the reasons behind new customers' selection, and gather valuable insight into new customer acquisition.

Acquisition: What are the drivers of customer acquisition?

 

 

Customer Retention:

Listen to lost or former customers to identify sources of run-off or churn, and thus improve customer retention.

Retention: What are the drivers of customer defection or churn?

 

 

 

Data Collection Methods

A variety of data collection methods are available, the selection of which depends on the specifics of the program. Among the most common data collection methods for contact centers are:

 

Web intercept popup surveys

Web Intercept:

Designed for online retail services, this survey randomly selects respondents who enter your Web site and presents them with online surveys. (We work with you to determine the most appropriate means of selecting respondents.) Your organization programs your Web site to launch a popup window, which directs respondents to the Kinēsis survey URL.

 

Interactive voice response (IVR) surveys

IVR:

Interactive voice response (IVR) surveys invite customers randomly chosen at the point of sale to call a toll-free telephone number and respond to an automated survey. Customers indicate their responses by following preprogrammed prompts on the telephone.

 

In-Depth Interviews

Depth Interviews:

In this survey method, professional interviewers conduct detailed interviews. This methodology is especially helpful whenever telephone number, e-mail, or address information for targeted respondents is unavailable or if the survey requires product demonstrations.




Own the Call: A Key to Customer Loyalty from Kinesis CEM, LLC

 

 

Almost half of customer loyalty is driven by the customer experience.

- Forrester