In fact, many businesses measure factors such as customer satisfaction, and regularly track it as one of their key performance indicators (KPI). If you aren't doing this already, or if you feel that you could make improvements to what you are doing already, then Seiri can help you. We have a variety of research methods at our disposal.
It doesn't matter whether you already have some form of customer feedback mechanism in place or whether your business has no way of tracking things - we help businesses of any stage. We can even help you with specific parts of the research process - for example, you may not need any help collecting data for a survey but you might want help designing your survey.
One of the benefits of outsourcing this work is the independent perspective that a customer experience consultant can bring, as well as their expertise in areas such as data gathering and analysis. We work with both qualitative and quantitative data, as both could have benefits for your business. We even have links to statisticians if you need more detailed data analysis.
A survey may not have to be for the entire business - it could just be for a specific business area or to find out customer feedback about a specific issue. It may even be directed at specific groups of customer - for example, past customers to find out why they stopped spending with you, or potential customers to get a better understanding of the market.
Upon completion of our research, we will provide you with a detailed report that will show our findings, along with suggestions on how the customer experience can be improved.
Whilst customer feedback is useful in of itself, determining what the data collected says about your customer experience is even more useful. Customer research is essential if you are aiming to manage your customer experience, as statistics like customer satisfaction rate are a reliable way of gauging the level of experience provided.
As such, customer research projects can also act as a form of customer experience analysis or customer experience audit for your company.
Businesses with multiple outlets are likely to benefit from in-depth research as we can compare how various branches are performing, amongst other things.