When we launch a product or service into the increasingly demanding market, doubts often arise, and we want to know our customers’ opinions. With a satisfaction survey on a representative sample of potential consumers, we can analyze different aspects to maximize all the factors that influence its potential success: new design, better features than other competitive products or services, pricing level, and more. These are vital factors for the launch that it’s better to know as soon as possible. It’s also essential to understand consumers’ motivations and attitudes to ensure they purchase and return.
But the process doesn’t end with the launch. Once the product or service is in the market, we enter a continuous improvement process where customer satisfaction is the key to success. Therefore, the best way to discover it is by asking directly. That’s why Satisfaction Surveys are the best way to do it.
This type of satisfaction surveys is perfect for innovation, quality, and/or marketing departments since they can get immediate feedback from consumers (both company customers and other competitors’ customers) once a product or service is launched.
Thanks to our quantitative research tool, you can evaluate customer experience and satisfaction, addressing your information needs to make both tactical and strategic business decisions. This enables you to make short, medium, and long-term decisions with the support of first-hand feedback from your target audience.
Why Conduct a Satisfaction and Competition Survey?
- Customer Experience
Understanding your customers’ opinions throughout their customer journey helps foster customer loyalty and offer a more personalized product or service. Customer Experience is the primary driver of customer loyalty, surpassing both brand and price combined, according to CX leaders. (Source: Gartner)
- Competitive Analysis
Identifying key points of your competition will help improve customer satisfaction with your own brand. This creates an opportunity to differentiate yourself from the rest and enhance loyalty to your products.
- Ideas for Innovation
Establish new ideas and initiatives that help you innovate or create new products or services. By understanding your customers’ opinions, you can discover errors and opportunities to make progress.
- Likelihood of Recommendation
Determine the likelihood of recommending a product or service. Find out how much your audience trusts recommendations from other people.
- Detect Dissatisfaction
Identify consumption motivations, improvement opportunities, and dissatisfactions that justify or drive strategic changes. According to the American Management Association (AMA), companies don’t receive complaints from 90% of lost customers. Therefore, it’s essential to detect this discontent and provide precise responses.
Companies don’t receive complaints from 90% of lost customers
Phases of the Satisfaction and Competition Study
The users you select will be those who perfectly fit the segmentation criteria you choose for the questionnaire and CX study.
The Satisfaction Studies are the tool you need to understand your consumers’ satisfaction level. These surveys are easy to create and provide great results for the teams or departments that use them. They offer precise feedback on issues that can take countless hours to gather. You can always ask each of your buyers or users about their level of satisfaction, or you can create a Satisfaction and Competition Study to get all the exact answers you need. If you have any doubts, ask your customers directly.Update date 22 December, 2023