Momentum’s team have the experience and expertise to reach your Customers and collect meaningful results
Research Surveys to Support Business Growth
Gather insight into your customers’ experience and uncover key information about your target market, your competition and your customer base to power your marketing strategy and lead your business in the right direction using telephone surveys.
As one of the leading phone survey companies in the West Midlands, Momentum has developed strategic customer satisfaction and market research surveys for partners as diverse as local government authorities to aerospace.
We design our bespoke over the phone surveys to extract data relevant to your business goals and objectives. We tailor each survey around a script of questioning which evolves from previous responses. It’s personal, human and a highly effective way of learning more about your customers, your membership or a wider business environment.
This type of B2B survey can assist your company with decision making, product and service development and/or detailed market research.
How do these Research Surveys Work?
With Momentum, your over the phone surveys are created, conducted and analysed by a team of trained research professionals. By customising the survey questions and carefully selecting the target audience we make sure that the people we speak to offer a good sample representative of your target market and that the data we deliver to you is clean and actionable. In addition to that, we protect your brand image by implementing a strategic approach to phone research that ensures your customers are not over surveyed. We achieve this by using the 5-step process below.
We will work with you to understand your brief and key success criteria for each survey, we will develop your strategy and approach, including the definition of tools or software to be used.
Our team work together to create a portfolio of questions that encourage survey recipients to answer honestly and with full and frank responses.
We will develop a research structure and train a dedicated team to enable delivery to your timeframes. The strategy may incorporate a mix of telephone and digital research, each conforming with GDPR and professional and quality standards.
We will create a suite of reporting to meet your specification and propose the next steps or follow-up actions and additional over the phone research.
Establishing a Feedback Loop with Satisfaction Surveys
Satisfaction surveys are an essential tool in gathering information on customer satisfaction and insight. Voice of the Customer is the most practical assessment of your customer service and how your approach represents your brand.
Personalised and intelligently designed surveys which prompt responses over the phone and/or on online platforms can secure a wide range of empirical information including brand loyalty, market trends and service performance. By extracting and collating responses, Momentum can provide raw data or create hypotheses to allow your company to make well-informed strategic decisions.
We identify our partners’ needs from surveys, establishing a style and approach to get things moving quickly. The sooner we start, the quicker you’ll see results and be able to make decisions to improve your marketing ROI.
Customer Satisfaction – More important than ever
Extremely satisfied customers make four times more repeat purchases and ‘word of mouth’ referrals than those who rate a company as ‘satisfactory.’
Momentum’s surveys help grow brand engagement and company net promoter scores.
Surveys close the feedback loop on all types of marketing campaigns, identifying the successes and learning points from brand activity.
With many companies now augmenting their customer service with third party providers and staff working from multiple locations, maintaining a consistently excellent level of service is more difficult than ever.
As we move into a phase of recovery where hybrid working will be commonplace, having an experienced phone survey company such as Momentum by your side to help you understand the impact on customer experience, net promoter and advocacy scores will be more important than ever.
Surveys provide Insight and Intelligence
More complex surveys using a mixture of questioning styles and techniques can be developed to create an ongoing feedback loop, usually as part of post-service or post-purchase aftercare. These intelligent over the phone surveys are designed to root cause issues and find out the full information behind a numerical score.
Inbound & Outbound Telephone Surveys
Phone survey companies apply two different methods of conducting surveys – inbound and outbound. Inbound surveys use special phone lines where customers can contact you to give feedback after they’ve interacted with your company. Outbound surveys involve reaching out to customers who have previously opted in to take part in customer research to help improve your product or service.
Here at Momentum, we strike a fine balance between the two and identify the perfect hybrid approach to fit your business model, your market and your objectives. From increasing customer engagement and building trust with your customers to getting feedback on your products and services, as well as segmenting your customer base, over the phone surveys are an essential tool for building long-term success.
You Ask, You Respond
According to the Institute of Customer Service (ICS), a main source of frustration in B2B and B2C sectors is when survey recipients take the time to respond intelligently, but responses aren’t acted upon either individually or en-masse.
Of course, responses can be incentivised (using a competition or prize draw for example) but more valuable feedback is often gleaned from those who really want you to know what they think. They are also more likely to be advocates if you are seen to act on their feedback.
Momentum’s surveys provide the perfect platform to validate service improvements, test the market for new products or services or gain a competitive advantage by being more approachable than the competition.
When surveys form part of a marketing campaign, they complete the marketing cycle and offer a personalised feedback loop. Where appropriate, these results can be inputted into our CRM platform which helps identify clients with an active need and grow your sales pipeline.