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Customer Satisfaction Surveys

Polaris conducts 100,000+ customer satisfaction surveys every year across a broad range of industries. We have in-house capabilities to 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 satisfaction 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 either general relationship-based customer satisfaction surveys that focus on issues such as price, service, competition and brand, or transaction-based customer satisfaction surveys 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 measurement. If you are trying to specifically improve customer service or sales representative performance within your organization, then a transaction-based customer satisfaction survey is 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 relationship-based customer satisfaction research 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 customer satisfaction surveys, Polaris will consult with you and recommend a customer satisfaction survey program that takes into consideration your specific challenges and financial resources.

Contact us to learn more about customer satisfaction surveys.