As part of our complete CX measurement toolkit, we design, build, and manage a range of different customer satisfaction & employee satisfaction surveys, either as stand-alone projects or as an enhancement to an existing Mystery Shopping programme.
We build each survey to meet our clients’ specific programme objectives, and work with them to determine the best way to reach their respondents. Naturally, we deliver this support across every channel, from online, to in-person (onsite / offsite exit surveys), telephone, social media - or a combination of different channels.
Drawing on decades of experience, we ensure that every client questionnaire is fit for their specific purposes, using the most appropriate CX measurement metrics to deliver the exact intelligence our clients need.
We deliver much more than the raw data, ensuring that our clients have easy access to real insight on the key themes that drive customer satisfaction and dissatisfaction, and present them with the findings via online dashboards and bespoke presentation formats.
A rich source of information lies in the free text comments that support the awarding of a score. To make this more relevant and usable, we offer Text Analytics to help visualise key themes and their relative importance to the customer.
To ensure that Text Analytics is relevant to our commercial landscape, we have developed our own offer, which is much better suited to the unique British tone of voice. We tailor the assignment of individual values to ensure that industry specific terminology is attributed to the right groups and language clusters. ABa is unique in this endeavour and our results have more meaning as a result.
We also facilitate focus groups with our Mystery Shoppers (whilst still protecting their anonymity!), making best use of their position as your ‘expert customer’ by capturing soft feedback about their many experiences of interacting with your employees and brand.