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Research Surveys Gather Evidence To Support Business Ambitions
Momentum’s expertise in developing research surveys has been demonstrated with partners as diverse as local government authorities to aerospace.
This type of B2B survey can assist companies with decision making, product and service development and/or detailed market research.
These surveys are created 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.
How Do These Research Surveys Work?
We will work with you to understand your brief and key success criteria for each survey, we will develop your strategy and apporach, including definition of tools or software to be used
Our team work together to create a portfolio of questions which 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
All research outputs will be collated into Momentum\'s bespoke CRM platform, where strict data hygiene procedures will be incorporated to ensure compliance and preparation for follow up and future use
We will create a suite of reporting to meet with your specification and propose next steps or follow-up actions
Satisfaction Surveys and The Establishing A Feedback Loop
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 are designed to prompt responses either 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 will help identify our partner’s needs from surveys, establishing a style and approach and getting things moving quickly. The sooner we start, the quicker you’ll see results and be able to make decisions affecting 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 campaign, identifying the successes and learning points from brand activity.
With many companies now augmenting their customer service with third party providers or locating their own staff in 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, understanding the impact on customer experience, net promoter and advocacy scores will be even more important.
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 surveys are always conducted by phone and are designed to root cause issues and find out the full information behind a numerical score.
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 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.