Design the survey
A focused questionnaire built around your goals, your customers, and the decisions you need to make.
MANAGED CUSTOMER SATISFACTION SURVEYS
Your customers
are talking
about you.
Do you listen? Can you hear? Are you acting?
We design and run your customer surveys, show you where the experience falls short, and help you decide what to fix first.
EXAMPLE FINDING
of respondents satisfied with communication.
Managed from start to finish
Survey designDistributionAnalysisAction planningWe don’t believe in coincidences.
When customers raise the same issue, we check how often it comes up and where it happens.
We connect their comments with the survey scores to tell the story of what customers say about you. You see what they value, where the experience breaks down, and what to fix first.
See the sample reportSURVEY SERVICES
Find what works.
Pinpoint what needs fixing.
Where does the experience break down? What makes customers come back? We design the survey around the decisions you need to make.
We run the survey.
You get a clear plan.
One team handles the questions, invitations, reminders, and analysis. We review the findings with you and help set priorities.
Reach the right customers
A distribution plan using agreed customer lists and suitable channels, with a clear invitation and a thoughtful reminder schedule.
Find the patterns
Understand the scores, recurring themes, and differences between customer groups—with response counts and limitations clearly explained.
Set the priorities
A findings review and prioritized recommendations, so your team can decide where to focus first.
OUR PROCESS
Get the facts. Make the fix.
Measure again.
Run a one-time survey to find the problems. Run a follow-up to see if your changes made a difference.
Define
Decide who to ask and what you need to learn.
Design & launch
Approve the questions and invitations. We handle the launch and reminders.
Analyze
Identify recurring issues, compare scores, and show how many customers responded.
Act & measure
Choose what to fix first and decide how to measure progress.
WHAT YOU GET
Know what to fix first.
In this example, customers rate the work highly and communication much lower. The report gives the team a specific change to try and a way to measure it.
- A plain-language summary for decision makers
- Satisfaction scores with their context
- Customer comments organized into themes
- Prioritized opportunities for improvement
- A review conversation to discuss next steps
The measures and report format are tailored to the agreed project scope.
servicepoint / INSIGHTSSAMPLE REPORT
CUSTOMER EXPERIENCE SNAPSHOT
Service delivers.
Communication lags.
78%
Overall satisfaction
200
Completed responses
SATISFIED RESPONDENTS BY AREA
FIRST PRIORITY
Send updates before customers ask.
Send a progress update at each milestone. In the next survey, check whether communication satisfaction rises from 61%.
Illustrative data. Each item had 200 responses. Satisfaction counts ratings of 4 or 5 on a five-point scale.
WHO WE SERVE
Ask about the moments that matter.
Measure a recent service call, a purchase, or an ongoing client relationship. We tailor the questions to how you do business.
Professional servicesRetail & hospitalityHome & field servicesBusiness-to-businessAnd beyond
FAQ
Common questions
Do we need to know which survey to use?
No. We start with what you want to understand. That may call for overall satisfaction questions, a recommendation question, feedback about a recent experience, or a combination. The method follows the goal.
Can you work with our existing survey?
We can begin by reviewing what you already use, what you want to learn, and where the current process falls short. We then agree on whether to refine it or build a new approach.
Is this a one-time project or an ongoing service?
Either can be scoped. A one-time survey can establish a starting point. A recurring program can help you see how the customer experience changes over time.
How much does a project cost?
Pricing is scoped around the audience, questionnaire, distribution approach, analysis, and reporting needs. We define the deliverables and fees before work begins.
Will customer responses be anonymous?
That depends on the design we agree on. Some projects need anonymous feedback; others need a way to follow up. We define the collection and reporting approach before launch and explain it to participants.
Can a survey tell us what every customer thinks?
A survey tells us what the responding customers shared. We report participation and limitations so you can judge how much weight to put on the results. We do not promise a response rate or treat a score as the whole story.
SURVEY PROJECT BRIEF
What do you need to find out?
Tell us what you want to learn and who you want to ask. Download a short brief for your first consultation.
The planner creates your brief on your device.
Questions about your survey? Email darrell@servicepointconsulting.com.
YOUR STARTING POINT
Your project brief is ready.
Download your brief, then email it to Darrell as an attachment.