employee surveys




Customer Sat Home

Our Services

Articles & Topics:
Design Your Program
Design Your Survey
Sample Surveys
Tips & Insights
Improve Response Rates
Measuring Importance

Additional Topics
Collecting Data
Effective Questions
Interpreting Results
Random Sampling

Customer Feedback Overview

Just about every customer feedback survey is unique. The questions you need to ask will depend on the specifics of your business, but the overall process of collecting and using customer feedback information is pretty much the same, regardless of the business you are in. We've put together a set of tools and services that will automate this process and enable you to get the most out of your customer feedback initiative.

Here's how it works in a nutshell:
  1. You come up with the customer satisfaction issues that are relevant to your specific business situation. We'll help you figure out how to do this and help you compose the questions you should be asking.
  2. We will work with you to define the rules that determine how customer issues will be handled for each item or section of your survey.
  3. Your survey will include intelligent rules that will determine when to probe more deeply into potential problem areas based on each customer's responses. This keeps the survey short and efficient, but still ensures that you are getting all the detailed information you need to address potential problems.
  4. We will set up the survey for you and host it on our servers - you don't need to worry about any of the technical details.
  5. You solicit feedback from your customers by directing them to the appropriate web page. You can do this however you choose - email, a link on your site, printed mailings, etc.
  6. You monitor responses by logging into your account. You can generate the reports you need at any time to get an overview of how things are going. Our specialized customer feedback reporting tools include a correlation engine which allows you to identify the issues that matter most to your customers.
  7. The "FeedbackTrack" tool will allow you to focus on individual customer responses and direct specific problems to the appropriate people in your organization as they are submitted. Read on for more specific information on how FeedbackTrack will enable your company to respond to customer problems as they come in.

FeedbackTrack

For every item or group of related items in your survey, we will work with you to decide what kind of responses indicate customer dissatisfaction and what to do about it. Typically, it works something like this:
  • You identify a person in your organization who will be responsible for dealing with each distinct area in the survey.
  • When a customer indicates that he or she is dissatisfied with something, we send an automated email to the appropriate person containing that person's responses. (optional)
  • Additionally, we will add this customer's response to the FeedbackTrack database. When one of your assigned people logs into FeedbackTrack, he or she will see a list of action items that require attention and what sort of action is required.
  • When an action item is completed, it will be checked off the "to do" list. Alternatively, action items can be redirected to another person when appropriate.
  • The entire process can be handled from within the FeedbackTrack system and you can monitor the entire process. As the program administrator, you can log in and see who has and has not followed up on their action items.
The specific implementation of all this will be customized to meet your requirements. We provide the framework, tools, and assistance to make it all happen.




Create a survey! Returning users, login

info@CustomInsight.com       750 Arrowhead Dr.       Carson City, NV 89706        650-577-9604