Features
MRA designs proprietary customer satisfaction surveys specific to your organization and your customers. The surveys help you measure customers’ perceptions and determine action required to meet your customers’ needs. The surveys identify your strengths and weaknesses, compare your organization to the competition, establish a baseline for future progress, and present specific ideas for improvement.
An MRA professional will meet with you to determine your specific needs. The consultation will determine:
- Survey objectives
- Type of survey (online, phone, mail, or focus group)
- Topics for questions
- Customers to survey/sampling
- Demographic categories
- Response rate for validity
MRA administers the survey, produces a comprehensive report, and meets with management to review and discuss the results. Your customer satisfaction report includes:
- Professional analysis and interpretation
- Easy-to-read tabulated data and color charts
- Verbatim customer comments
- Recommendations to increase customer satisfaction
After the report, MRA can help put the survey results into practice:
- Develop a strategic action plan for customer retention
- Communicate the results to employees and customers
- Implement your plan to increase customer satisfaction
Benefits
Companies use the results to manage customer satisfaction: build on strengths, earn customer goodwill, and focus their human and capital resources.
- Satisfied customers
- Increase in revenue
- A competitive edge
- Cost savings by retaining customers