Customer Relationship Surveys

Understanding whether your customers are satisfied or not is an essential part of delivering a service. It is also part of demonstrating value for money. Maintaining and improving customer relationships is vital for service management and growth. Many unsatisfied customers do not let their service provider know about their dissatisfaction. For commercial service providers, a 10% increase in customer retention can increase profits by 30%. However, it generally costs five times more to acquire a new customer than keep an existing one.

ConnectSphere independent surveys

ConnectSphere provides independent surveys on customer satisfaction - either for you as a supplier, or for you as a customer.ConnectSphere’s consultant works with you to design an appropriate approach based upon what you want to know and how this information will be used. Some surveys are telephone based while others are best completed using a more hybrid methodology of telephone surveys, one to one interviews and on-line surveys. The benefits are:

• an independent measure of customer and user satisfaction and value of your services
• actionable information that will help prioritise improvement
• visible changes in behaviour as a result of regular independent surveys

Our expert consultants can help you to adapt quality in use models, based on ISO 25010, tohelp you to obtain customer and user feedback.

Customer survey and relationship surveys

ConnectSphere provides independent measurement of customer satisfaction and the relationship between customer and supplier, by face-to-face interview and remote methods such as telephone calls, on-line surveys, desk drops. The survey provides insight into how your customers see the effectiveness, efficiency, cost and risks related to using your services. This will help to prioritise improvements in how your organization interacts with your customers. We also offer new customer baseline surveys that will help you in understanding and building your relationship with your customer from the start.

ConnectSphere has a track record in annual benchmarking of the relationship between a service supplier and customer organisation. Our consultant’s advice is typically used to generate major improvements in the relationship between the two organisations.

User survey

Many factors contribute to the quality in use of a service, product or a system including the characteristics of the users, user tasks, social environment, software, hardware and operating environment. Typical questions are based on user satisfaction, effectiveness and efficiency of using the service or system to perform user tasks.

Customer satisfaction and business relationship management

ConnectSphere’s can provide consulting on establishing an internal and continuing customer satisfaction management process that is a vital part of account management, business relationship management and service level management.

Contact: ConnectSphere’s Customer Relationship Satisfaction Experts. Our friendly expert staff will happily discuss all your needs. We look forward to hearing from you.