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Customer Satisfaction & Experiences
Leading customer satisfaction survey companies & customer experience surveys
Customer Satisfaction Research (cSat)
It’s a worrying statistic that many companies lose over 45% of their customers every five years. But just a 5% increase in customer loyalty can increase profits by up to 85%, depending on your industry. Understanding who those customers are and how they feel, is vital for improving customer satisfaction and growing your brand.
Vision One Research is a Customer Satisfaction Research survey expert and specialises in the measurement and analysis of customer loyalty and customer satisfaction surveys. We help companies to measure and track key performance measures and uncover the key drivers of satisfaction.
Conducting a Customer Satisfaction Survey (cSAT) allows you to really understand what’s going on. Just how satisfied are your customers with your product or service? How do they really feel? What was their brand experience like? Conduct regular cSATs and you can use customer rating scales to measure changes over time, giving you a deeper understanding of their needs and whether their expectations are being met – or not.
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Customer Satisfaction Testimonials
Customer satisfaction survey methods
There are several ways to explore and measure customer satisfaction:
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Net Promoter Score
The Net Promoter Score (NPS), is a popular measurement of the customers’ perception and disposition towards a company. It asks how likely a respondent is to recommend the company in question. It is based on a scale between 0-10.
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Customer Satisfaction
Often used to evaluate a product or service, this measurement evaluates how satisfied customers are with a product they have bought, or the service they’ve received. The rating scale ranges from ‘highly satisfied’ to ‘highly dissatisfied’.
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Customer Effort Score
Finally, Customer Effort Score is designed to be used after a task has been completed. It is prompted within the survey, normally by asking a question such as “How easy did you find our checkout service?”.
Customer Satisfaction Surveys with Real-Time Dashboards
Track customer sentiment and satisfaction with ease. Our intuitive dashboards give you instant access to results, helping you monitor trends, identify pain points, and improve experiences — all in real time.
Fast Surveys – Launch quick-turn customer satisfaction surveys with support from our experts. Get reliable results in a matter of days not weeks — ideal for agile teams that need fast answers.
Swift Surveys for affordable surveys – Submit your questions to our nationally representative omnibus survey. Backed by our expert research team, this cost-effective option is ideal for PR soundbites, thought leadership, and media exposure.
Trusted Insights – Tap into verified panels to hear directly from your target audience. Whether you’re testing ideas, validating campaigns, or tracking brand perception, you’ll get accurate, actionable insights you can rely on.
Unlock the gold standard in consumer, market, and competitive intelligence with our bespoke customer and customer satisfaction research solutions.
Our experts work closely with you to understand your objectives, applying advanced technology and proven research methods to deliver the insights that drive brand growth.
Benefit from market-leading tools, expert support at every stage, and the flexibility to re-engage respondents anytime — giving you a deeper understanding of your audience.
Whether your customers are shoppers, travellers, business clients, tenants, online bankers or restaurant customers, our tailor-made, ad hoc and continuous satisfaction research projects are designed to help you understand your customers’ attitudes, purchasing journey, brand experience and needs. Unlike many other survey companies, we use a wide range of survey research methods and can combine a number of techniques to perfectly tailor our approach to your needs.
Need a quick turnaround? We appreciate that sometimes you might need a more agile, leaner approach. In short, our method can be adapted to perfectly fit your timeline, without compromising on accuracy or results.
The timing of your survey is important. The type of product or service you provide, the number of customers you serve and the frequency of purchases and interactions, are all relevant in determining your timeline.
The key principle is to be fresh in your customer’s minds. It’s the best way to capture how they really felt and provides a more honest reflection. Restaurants and in-store shops, for example, can glean instant feedback by asking customers to click on a customer satisfaction survey button directly after purchase. But you could have a product that has been bought for future use, and that requires a different approach.
We consider all of these factors and work alongside you to explore the optimal time to release a survey.
Exploration: Qualitative telephone and face-to-face depths and Focus groups
Measurement surveys: Telephone, Mobile, Email & Online and IVR
START YOUR JOURNEY TODAY
If you are ready and willing to improve your customer satisfaction why not get in touch with our expert award-winning team using the contact button below.
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