Customer Experience Surveys

Diagnose and correct root causes of positive and negative experiences.

 

Research Purposes

Kinēsis’ offers a customable suite of data collection and analytical services, to help our clients achieve many of the following research purposes:

 

Customer Satisfaction:

Measure customer satisfaction, determine key drivers, and examine the relationship among various service elements and overall satisfaction.

Satisfaction: How satisfied is your customer base?

 

Post-Transaction:

Targeted, event-driven research collecting feedback from customers about specific service encounters providing valuable insight into customer impressions of the experience.

Post-Transaction: How satisfied are customers with recent transaction?

 

Image/Awareness:

Determine the relative image, positioning and awareness of the company and its products/services.

Image/Positioning: How are you positioned?

 

Customer Acquisition:

Determine the reasons behind new customers' selection, which provides valuable insight into new customer identification and 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 retailers are:

 

Email Surveys

E-Mail:

We conduct this type of survey by sending respondents e-mail invitations that include embedded links that direct them to an Internet survey. We can use your list of customer names, e-mail addresses and other appropriate information or use non-customer contact information purchased from a professional information provider.

 

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.

 

POS Web Invites

POS Web Invites:

Customers are invited to participate in the survey by URLs or QR codes printed on the receipt.

 

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-person, In-Depth Interviews

Depth Interviews:

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

 

 

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

- Forrester