Customer Satisfaction Surveys
Voice of the Customer
In an ideal world, we would all ask our customers what they want and whether it is being delivered each time they interact with our organisation.
To bring that vision closer, we offer various research techniques and multi-channel technologies that provide accessible and immediate ways for your customers and channel partners to give feedback.
We collect the optimum information that will have the greatest impact on your satisfaction drivers, while ensuring that your customers feel their views are being listened to.
Grass Roots' in-house Contact Centre employs a team of 60 dedicated agents who conduct inbound and outbound surveys using computer assisted telephone interviewing (CATI). We conduct 55 million interactive voice response (IVR) calls, up to two million surveys, and 60 million minutes of voice calls each year.
Customer Survey Options
Our channel of choice approach is important for engaging respondents, increasing the likelihood of surveys being completed, and includes:
- Online Surveys
- Paper Surveys
- Telephone/agent surveys
- Automated telephone surveys (IVR)
- Voice customer satisfaction measurement system - agent to IVR solution
Reporting on Customer Insight
Results are provided in various formats, from next day secure online access to paper reporting. We also record soundbites of customer views from telephone and automated surveys so that your employees can hear the voice of their customer, and line managers can identify areas for employee training and recognition.
Our Red Flag output reporting provides clients with immediate customer insight when they need to act swiftly to improve the customer service experience.
Our Customer Satifaction clients include Lexus, Santander, TUI and O2. View our case studies for more information.
Our Customer Survey clients include:
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