Identify strengths and weaknesses from market and customer perspectives.
Exploring customer experience through survey research is a proven way to not only acutely understand your organization’s strengths and weaknesses in meeting customer needs, but also to identify the true motivating drivers that attract customers and then forge long-term and loyal relationships.
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Our approach leverages the considerable experience we have gained through surveying a broad range of customer populations from a variety of industries, along with the knowledge that each study must be customized to address the unique needs of every client.
ath Power’s survey research spans the customer life cycle from the acquisition process, to relationship building, and ultimately, to retaining the customer.
Understanding how the initial moments of the relationship were experienced through the eyes of the customer creates a most optimal opportunity to identify areas where you can strengthen the initial bond, and essentially, determine the key drivers that are turning prospects into customers. Furthermore, interviewing individuals who have and have not converted into customers can pinpoint the factors that will substantially improve your conversion rates.
Customer satisfaction and post-transaction surveys provide a window into how well you are meeting the needs of your ongoing customers. Additionally, customer value and segmentation analyses can help refine the level of service for existing products as well as identify cross-sell potential for other products. Using survey research during the relationship-building phase will yield enormous organizational benefits in assuring the needs of your most valued customers are being met.
Ultimately, account closing surveys can provide an enlightening view into why customers discontinue their relationship with you. By understanding these root causes, you will know how to best intervene with the customer before they leave, and moreover, how to avoid the issues that have brought them to that point altogether.
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Some of our survey research methods include:
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- Account Open Surveys
- Account Closed Surveys
- Customer Satisfaction Surveys
- Customer Intercept Surveys
- Post-Transaction Surveys
- Mortgage/Home Equity Closed Loan Surveys
- Mortgage/Home Equity Non-Converted Applicant Surveys
- Competitive Benchmarks
- Internal Evaluations
- Employee Engagement Surveys