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Friday, December 23, 2011

How do customer satisfaction survey improve company performance

    For a company, it is extremely important to know how a customer feels about their company or their products. The results determine what the future course of action the company shall take in regards to their products, besides ramping or reducing the production or the employee count. The three main points we shall discuss today will be: customer satisfaction survey, employee surveys and online market research.

    The customer satisfaction survey is essential to the survival of our businesses. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is to ask them. When you conduct a customer satisfaction survey, what you ask the customers is important. How, when and how often you ask these questions are also important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers. There are many ways to ask your customers whether or not they are satisfied with your company, your products, and the service they received. You can ask them face to face, over the phone or mail them a questionnaire.

    The employee surveys are important in the sense that it gives the company an idea of: how the employees feel about the company, helps to identify problems before it spins out of control, gives the management an idea of the working environment, measure and monitor how satisfied personnel are with their remuneration and benefits, helps to gauge the mood and morale, etc.

    The advent of World Wide Web has made billions of documents available online for online market research. The market research company can access information almost on any topic with few mouse clicks irrespective of time and location of access. The vast size of the information available and accessible never before in the history of mankind is leading to an information paradigm shift. This readily available information on the web can be used as a source for the research that can aid decision making for businesses that needs to update its information database. Businesses can access almost any kind of information from any corner of the globe just in few minutes that can give better insight. Information available in Internet can be leveraged in many ways such as reducing the scope of primary research, providing inputs in less time with low cost etc.

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