Survey Design

Survey Design

Determining which questions to ask and how best to ask them is the basis for ensuring accurate and verifiable feedback. At CustomerCount, we help you determine the length of your survey, the questions and format to use and the best design that will maximize return rates. This provides ample options to ask questions of your target respondents that will generate the most accurate responses.

CustomerCount is not an “off the shelf” cookie-cutter feedback solution.

  • Survey content and format is determined by you and built for you;
  • Support of multiple question types (scale, text, radio button, multiple choice, rank order, NPS etc.); and
  • CustomerCount can generate surveys in 40+ languages.

Device Recognition

With the ever growing popularity of access anywhere, CustomerCount’s survey design has ability to offer feedback to your recipients via mobile devices. By detecting which device a recipient is using, CustomerCount has the ability to display mobile-friendly surveys for ease and flexibility.

 

SMS customer feedback surveys

 

Intelligently Designed Questions

Not getting enough information from the standard questions that you have been asking your customers? Looking to get granular information and drill down deep into an issue or problem that someone is experiencing? Let CustomerCount do that by using our Intelligently Designed Questions functionality.

Take advantage of the ability to ask certain questions based on certain answers and employ the use of “skip patterns” to ask only questions that are relevant to a particular respondent. Gain actionable insight by using CustomerCount’s Intelligently Designed Questions functionality.

Net Promoter Score Survey

What is a Net Promoter Score

The Net Promoter Score is an index ranging from -100 to 100 that measures the likelihood of your customers recommending your products or services to others. It is used to measure the customer’s overall satisfaction with your product or service and their loyalty to your brand. By employing the use of just two questions, CustomerCount can quantify just how loyal your customers are and identify which customers are in danger of leaving you.

How it works

Customers are asked to rate on an 11-point scale the likelihood of recommending your company or brand to a friend or colleague. “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Based on their rating, customers are then classified in three categories: detractors, passives and promoters.

  • Detractors score six or lower on the scale. This indicates they are less likely to purchase again from you, are unhappy with your product or service and may very well damage your reputation from negative word of mouth.
  • Passives score seven or eight on the scale. This indicates they are satisfied with your product or service but have little or no loyalty to your brand. They will not go out of their way to promote your business and could go to a competitor if the offer was right.
  • Promoters score nine and 10 on the scale.  This indicates they are very satisfied with your products and services, are extremely brand loyal, repeat buyers and users and will happily recommend your business to others.

A second open text follow-up question asks them to explain their score. Our partnership with Keatext text analytics takes this qualitative data and measures why people think and feel the way they do. As such, it turns the NPS metric into data you can reliably act on.

When to use a Net Promoter Score survey

If customer loyalty is at the forefront of your business operations and you are looking for a universal way to gauge this loyalty against your competitors, it’s time to run a Net Promoter Score survey.

With decades of experience, CustomerCounte can take the guess work out of customer loyalty and provide you with actionable information to use on a daily basis.

Our Net Promoter Score reports

Net Promoter Score Survey

Net Promoter Score Survey

Net Promoter Score Survey

Want to find out more?

Check out this case study to see how implementing a Net Promoter Score survey helped our client, Breckenridge Grand Vacations.

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3925 River Crossing Parkway,
Suite 60,Indianapolis, IN 46240

(317) 816-6000

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