The Voice of the Customer: Are You Listening?

Customer loyalty all comes down to trust. Customers that consistently experience the promise of your brand stick around and recommend you to others.  To gain that precious trust, you must learn to view the world through their eyes.

When you get a clear sense of brand experience versus expectation, you’ve got the customer intelligence required to make specific operational improvements to win the loyalty you seek.

Market Force Customer Surveys capture your customers’ feedback, choices, satisfaction and perceptions with industry leading methodologies including:  web-based and interactive voice response surveys, intercept interviews and Computer Assisted Telephone interviewing.

Our expertise allows us to design turnkey programs with high response rates – all addressing your most pressing questions with actionable insights.

Market Force Customer Surveys

• Available to customers 24 hours a day, seven days a week
• Sophisticated fraud detection/protection
• Supports multiple languages
• Supports a variety of question types, advanced branching and skip logic
• Expertise in driving response rates through methods such as bounce-back programs and sweepstakes

Discover

• Reasons behind customer choices, including brand selection, items purchased, etc.
• Customer satisfaction with overall on-site experience, including likelihood of returning and/or recommending to others
• Customer perception of specific operational areas, such as staff knowledge, customer service and site cleanliness
• Specific problems or customer complaints and the degree to which they were resolved
• Customer habits and buying patterns, including frequency of visiting, brands selected and brand differentiators in guest choices
• Actual customer experience versus expectations
• Recall of promotional programs and displays

So You Can

• Develop effective strategies to improve areas where customers’ expectations are not being met and leverage areas of strength
• Immediately respond to customers’ problems or complaints through either personal communication or the development of strategies to address root causes of dissatisfaction
• Guide strategic decisions such as changes to product offerings and store layout