Customer Satisfaction Surveys (CSI)
CATI surveys to current customers can focus on feedback for a number of different areas. The most commonplace is feedback on the level of customer service that is being provided by your company, as well as pricing point and value for money. Another favoured CATI survey is used for market research, to obtain feedback from your customers on the launch of a new product or service.
Past Customer Surveys
CATI surveys to past customers is a valuable way to establish why a customer has stopped using your product or service. Their feedback could establish if it was as a result of poor customer service, no longer value for money or that they have found a better solution elsewhere. Identifying this information is invaluable to the longevity of your business and will enable you to focus on those key areas that are impacting your customer retention.
Lost Customer Surveys
CATI surveys to lost customers is powerful feedback for your sales and marketing team. Many of our clients measure footfall or enquiries into their business, but how many of those actually turn into customers. If your ratio from footfall and enquiry to sale is lower than expected, a CATI survey to prospective customers may reveal why that might be. Could it be due to the quality or cost of your product or service, or the level of knowledge and service provided by the salesperson?
Talk to our team to find out how we can develop a bespoke CATI survey for your business and unlock valuable insight from your customers.