Customer Experience Surveys / Customer Satisfaction Surveys

Regular Customer Experience Surveys or Customer Satisfaction Surveys give organisations the specific actions they need to drive business performance. Many clients start off conducting mystery shopping benchmarking programmes with CSBA, and then want to survey specific groups of customers to improve in a particular area.

First of all, we understand your customers…

At CSBA, we have considerable experience in conducting Customer Experience Surveys for different clients in the public and private sector. As every organisations’ processes are different, we ask customers to rate specific aspects which have been tailored to that organisation.

We then measure the service delivered and the key drivers of satisfaction…

We measure the importance of aspects in driving customer satisfaction, loyalty and business performance. Where aspects underperform relative to their importance, they become priorities for improvement.

Finally, we always help organisations improve their business performance…

CSBA enables organisations to measure their performance regularly to see how much they have improved, and revise their focus accordingly.

In this way, CSBA helps organisations listen to their customers, rather than second guess what they want. In the long term, processes are organised around customer needs, rather than historic processes.

CSBA goes much further than other providers of Customer Experience Surveys – we run workshops with staff to ensure that recommended improvements are undertaken within a defined timescale. We have dedicated consultants who have a track record of improving business performance. We also have experience of developing simulators which predict the effect that specific actions have on business performance.