Customer & Market Surveys

When it comes to competing in today's marketplace nothing is more valuable than clear information on customer expectations and how your company and the competition are perceived. This is where SPR Center and its staff of experienced professionals can help you excel through timely and affordable survey programs focused on the kind of market information that makes a difference. SPR Center customer satisfaction surveys and competitive and market image surveys are designed to complement each other. They provide a way of looking at the same thing, your company, but from differing perspectives. Alone, each study provides a key piece of the puzzle; together, they yield a complete picture for management decision making.

Customer Satisfaction Surveys - What can I learn?

What your customers' priorities are, which aspects of service or product to leverage for the greatest payback, and which customer groups are least/most satisfied in key company performance areas. Our key-driver analysis - Critical Outcome Analysis® - tells you where management should focus first in taking corrective action. Tailored to your specific information needs and industry, SPR Center customer satisfaction survey programs yield value-added management reports and presentations. Combined with SPR Center's careful review of customer survey comments, the result is an in-depth assessment of company performance enhanced with the customer's own words. Finally, optional linkage analysis ties customer perceptions and attitudes to your organization's bottom-line performance and quantifies the value of exceeding customer expectations.

Competitive and Market Image Surveys - How are we viewed and how does that compare with the way our competition is perceived?

This is a question every company wants to answer, and the way to get the facts is through a competitive and market image survey. Conducted with your clients and prospects, and those of your competitors, these surveys are administered by phone using trained interviewers without participants knowing the study sponsor. The result is unbiased comparative feedback on your company and your competitors. Study findings can paint an unparalleled picture for management. For example, these studies can identify how your company and its competitors compare in terms of perceived cost and quality of products and services, provide clear intelligence on product and service trends, and measure the effectiveness of company advertising campaigns. These data can be combined with customer satisfaction survey results to provide a complete picture of company standing with customers and in the general marketplace.

Related Topic:

• Key Driver Analysis