Years ago a banking customer wanted to differentiate itself by the quality of the services it provided to its customers. They realized that they had never solicited feedback from their customers in any comprehensive, stratefied manner. Utilizing both online and paper surveys, the bank isolated each type of customer based on services, years with the bank, gender, etc. The result was a rich database of information upon which to build their service model. One example was with customers who invested over $100,000 with the bank; the survey information helped the bank construct a service response system geared specifically for these high-end customers.
Another customer wanted to look at conducting customer focus group discussions with small business owners and didn’t really know how to set them up, facilitate group discussion and track the responses. The NDC team, working closely with the retail organization, was able to facilitate the process while the organization representatives observed and recorded the customers’ feedback.
Another one of our clients provided television services to the local community and needed to demonstrate their effectiveness to their funding agency. We assisted with the design and preparation of a surveying tool that could serve multiple audiences, yet be user-friendly to complete.
We have also conducted completely blind surveys for organization wanting to solicit feedback on their projects or services, or when considering the purchase of another company and wanting customer feedback about the company. In these cases NDC staff survey the customer for the client without any exposure of the client to the customer.
Building effective survey vehicles and administering them for best return on investment is an art and a science. We always say, “Never start from a blank sheet of paper.” Let us help you get started by piggybacking on the experiences of those who have gone before you.