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With our years of experience conducting customer surveys, Polaris will consult with you and recommend a customer satisfaction survey program that takes into consideration your specific challenges and financial resources.

Current Customer Surveys Can Be Customized

Polaris conducts a huge number of customer satisfaction surveys every year across a broad range of industries. We can refresh or create a new customer satisfaction survey program, including collecting the data (telephone, Internet, IVR, mail), analyzing the results and providing them in a format customized to your individual needs via hardcopy and/or our online reporting system.

About half of the customer surveys we conduct are business-to-business and half are business-to-consumer.

Depending on the challenges your organization faces, Polaris can help you conduct a general relationship-based customer satisfaction survey that focuses on issues such as price, service, competition and brand, or a transaction-based customer satisfaction survey that focus on a specific customer transaction with your call center or sales representatives.

Deciding Which Customer Satisfaction Survey to Perform

If your transactions are complex and/or business critical, you will likely want to consider conducting a transaction-based customer satisfaction survey. If you are trying to specifically improve customer service or sales representative performance within your organization, then transaction-based customer surveys are the best option. On the other hand, if your direct contact with the customer is frequent, or if you are interested in competitive issues such as pricing, quality, and general service, then conducting a relationship-based customer satisfaction survey would be more appropriate.

A separate consideration is how often to conduct your customer satisfaction surveys. If the purpose of the research program is to measure and track performance improvements over time, then a baseline or tracking program is appropriate. With our years of experience conducting marketing research survey programs, including retention surveys, Polaris will consult with you and recommend a survey program that takes into consideration your specific challenges and financial resources.