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Customer Satisfaction Surveys
  Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers while targeting new customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Work done by Berry, Brodeur between 1990 and 1998[3] defined ten 'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten domains of satisfaction.

These ten domains of satisfaction include:
  • Quality,
  • Value,
  • Timeliness,
  • Efficiency,
  • Ease of Access,
  • Environment,
  • Inter-departmental Teamwork,
  • Front line Service Behaviors,
  • Commitment to the Customer and
  • Innovation

These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model.

The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in term of their perception on the performance of the organization being measured.

AnalyseSurvey survey software is a complete solution for measuring customer satisfaction.

The AnalyseSurvey customer satisfaction solution includes industry standard survey templates, a platform for hosting survey, collecting responses, and an advanced suite of analytical tools for analyzing customer satisfaction.

Building and deploying a customer satisfaction survey using AnalyseSurvey is very simple, quick and relaible. AnalyseSurvey survey software does not require any programming skills - all it takes to design a complete survey is only a few clicks. Responses are automatically computed and presented in an easy to read graphical format in real time. AnalyseSurvey includes an array of customer satisfaction survey templates.

Survey Application
- Sales and Marketing
- Customer Service
- Human Resources
- Corporate Training
- Other Research
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