Customer attitudes are a composite of a person’s beliefs about, feelings about, and behavioral intentions toward your business. Based in past experience with your business and those of your competitors, understanding customer attitudes can help you monitor and change their intentions about doing business with you. Infosurv Research has years of experience with customer attitude surveys and can help you better understand your customers to drive business success. Show
While there is some disagreement about which metrics are the most important for organizations to monitor to ensure business success, Customer Satisfaction appears on nearly every “Top 5 Metrics” list. Because customer satisfaction impacts profitability, brand strength, ease of new product introduction and so many other aspects of your business, conducting regular measurement of your customer satisfaction levels yields critical management information. Read more about customer satisfaction surveys Customer Attitudes Survey DesignAt Infosurv Research, the customer attitudes survey process begins with the questionnaire. Infosurv includes questionnaire design consultation services in all client projects, and reviews all survey instruments for customer attitudes to assure validity, reliability, and bias reduction. Applying our years of customer research experience and expertise, Infosurv Research makes sure your questionnaire is a highly relevant survey instrument that will yield sound and valid conclusions that answer key business questions. There are three ways to design this questionnaire:
While most customer attitudes surveys are administered online, we can also complete surveys by telephone, mobile device, onsite computer kiosk, paper, or using multiple modalities, in order to achieve the highest possible response rate. Our in-house research shows that customer attitudes are a better predictor of future customer behavior than past behavior. Our customer attitudes questionnaires are specifically designed to accurately measure attitudes that affect real business metrics, such as customer retention rates and turnover. Our standard customer attitudes surveys cover nearly every facet of the customer experience, including:
In addition to questions assessing customer attitudes and experience, Infosurv Research is committed to helping you get the optimal business intelligence from every project. To do this, we also often include questions that help you tap into your customers’ knowledge of competition and other areas of your business, such as:
Infosurv Research utilizes rigorous research methodologies to ensure the reliability and effectiveness of all of our customer motivation surveys. Various technically advanced features can be built into our online surveys to ensure smoother operation and more complete survey results. Infosurv Research uses page-level branching logic to ensure respondents see only relevant items, response verification to ensure all required questions are completed, and a save-and-resume feature to allow users to save and later resume a partially completed survey. For more detail regarding our customer motivation survey design services that we offer, please contact us. Customer Attitudes Survey AdministrationOnce the customer attitudes survey is designed, Infosurv Research will consult with you to determine the best security level, incentives, deadlines, and respondent notification method for your particular project. We will help you with every decision along the way, applying our experience and expertise to make the process as easy and stress-free as possible. Data security is a key concern with customer surveys. Infosurv has developed proprietary methods to protect the security of your customer attitudes survey while maintaining respondent anonymity. Using our unique Personal Access Code (PAC) system, we can virtually guarantee against duplicate or unauthorized responses while maintaining 100% respondent anonymity. Infosurv Research protects customer anonymity by stripping response data of all identifying information (including Personal Access Codes) before passing the survey results to you. Over the years, we’ve identified several techniques to maximize survey response rates and effectiveness. For online customer attitudes surveys, we send a personalized email invitation to each customer with simple directions how to access and complete the survey. Infosurv Research embeds each survey link with customers’ unique Personal Access Code (PAC) and/or demographic data. This means that when the customer clicks on their link to access the survey, we can automatically identify them, validate their responses, and even assign them to a specific demographic subgroup for analysis. In order to maximize survey response rates, Infosurv Research also sends personalized email reminders to customers who have not yet completed the survey to encourage their participation. Clients can track the results of their survey in real-time throughout the survey administration period. Our secure, real-time, 24/7 reports menu allows clients to login via a secure link and obtain their current survey response rate, review preliminary results, and even download an updated raw data file. For more detail regarding these and other unique survey administration services and technical features that we offer, please give us a call or send an email to . Customer Attitudes Survey AnalysisCustomer attitudes survey results are useless without insightful analysis. Our in-house data analytic staff and senior marketing research consultants are trained to turn your raw survey responses into meaningful and actionable conclusions shown to positively impact real business metrics. Obviously, customer attitudes survey results should improve customer satisfaction and loyalty. However, the satisfaction of your customers also directly impacts your business in terms of your ability to maintain your brand position, introduce new products, and fend off competition. We offer a range of survey analysis packages to match every need and budget:
For more detail regarding the various analysis packages that we offer, please give us a call or send an email to . Download Our Customer Research Services Brochure* These fields are required.
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Market research surveys reveal whether or not a company’s product or service offerings meet the customer expectations. When market analysts first recognize what consumers want in a specific product or service, they can construct a poignant and effective customer satisfaction survey. The survey’s outcome will serve as a template in transforming its brand. Based on these changes, marketing researchers and analysts will track the effects of the brand adjustments on the customer attitude as time progresses. Moreover, the data from the consumer research survey, which involves the customer attitudes and expectations, correlates with the customers’ purchasing behavior. What are Customer Attitudes?Customer attitude constitutes three components: cognitive information, affective information, and information relating to the customer’s previous behavior and prospective intentions. Basically, this composition includes thoughts, feelings, and behaviors about products or services that consumers have learned. A customer’s attitude differs in strength and depicts values. Customer Attitude ModelsGenerally, there are two major attitude models: the tri-component model and Fishbein’s multi-attribute model. The tri-component model of attitudes illustrates that attitudes are composed of feelings, beliefs, and observable reactions. On the contrary, Fishbein’s multi-attribute model of attitudes considers that many factors influence attitudes. What is Customer Expectation?Customer expectation is a critical term in business and marketing. When there is forecasting, expectation ensues. It happens when an individual projects future events or proceedings and then anticipates for these forecasts to materialize. In consumer goods, customers have expectations on the products they purchase and services they avail. There are three kinds of expectations: meeting, exceeding, not meeting. Meeting: Met expectations result in satisfaction. Customer contentment and disappointment hinge on how valuable the product or service is. For instance, a consumer has a lot of expectations on a mobile company’s flagship smartphone. If the phone’s battery life won’t last long, the consumer will be dissatisfied. Further, if a phone’s camera can’t take good pictures, disappointment ensues. On the contrary, if you can surpass expectations, customers experience delight. When businesses make a promise, consumers expect it to happen. This applies especially when conducting marketing sales and making promises just so you can increase your sales. If the assurance was not fulfilled, this will be reflected in the company, thereby resulting in customer dissatisfaction. What the customer believes is viable establishes the consumer’s expectation. Let us say that a customer who always makes online purchases usually receives his/her order in three days time. As a result, he/she now always assume that every time you make an online purchase, you will be able to receive your orders in as short as three days, regardless of whether or not the online retailer can fulfill this. Types of Customer ExpectationsCustomer satisfaction reflects a customer’s expectations and experiences, either previous or current. Whenever we buy something, we either gather information from advertisements, test the product ourselves, consult are friends or families, and even study the product’s attributes. The data we collect affect how we create a product expectation. The type of these expectations will guide the structure and language of the questionnaires of a customer satisfaction survey. Therefore, it is a must that survey administrators get a good grasp of these types of expectations prior to actually gauging customer satisfaction. Explicit Expectations – Include conceptual goals for a product’s performance. Why You Should Understand Customer ExpectationsThere are many reasons why businesses should study and understand their customer’s expectations. Through these, companies are able to determine which service levels will make customers happy and attain high customer satisfaction. It also creates an opportunity to surpass the expectations and aids in addressing customer complaints. How Companies can Exceed Customer ExpectationsThere are four actions involved in creating a strategy that is aimed at exceeding customer satisfaction. These are managing, researching, reviewing, and supporting. Managing entails making choices about how to manage the emotional expectations of the customers. Researching refers to gathering and documenting information relative to the customers’ emotional expectations. Reviewing covers frequently reassessing and reevaluating their customers’ expectations since these expectations changes in time. Supporting means appropriating resources that will help the company’s team in realizing projects or actions that may surprise or please customers. |