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Customer Satisfaction |
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In today’s business market a satisfied customer is the minimum acceptable standard. Successful companies understand their customer’s wants and needs, but more importantly, they know how to exceed their expectations. In fact, they know how to do it every time. Identifying their wants and needs is what Consumer Opinion Solutions is all about. Our expertise is extracting the information your company needs to take your customers from merely satisfied to elated. Satisfied customers may return for repeat business but elated customers will return with their friends. Many of our clients have realized increased revenue which far exceeds their customer research investment as a result of the information we have provided. |
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Employee Satisfaction |
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It has been said that job satisfaction in the United States continues to decline. Companies are facing diminished morale and lost productivity. What’s more, dissatisfied employees can bring a financial drain on any organization. In fact, a recent study by the National Federation of Independent Business states that employee dissatisfaction can result in increased turnover, absenteeism, workplace violence, and employee theft.
Many companies like to make the statement that employees are their most valuable asset. Although many make this claim, few understand the role satisfied employees actually play in customer satisfaction. Consider this; Customers whom needs have been anticipated and met are considerably more likely to recommend your company to their friends. Which employee is more likely to provide the exceptional customer service, the satisfied employee, or the disgruntled employee? At Consumer Opinion Solutions we believe that satisfaction breeds satisfaction.
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Market Research
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What are customers looking for? Where is the need that isn’t being addressed? These are questions that can mean the difference between an unsuccessful business venture and the next cover story business. At Consumer Opinion Solutions we know consumers. We know how to extract the information you need when making a business decision. From surveying and sampling to focus groups, we are your market research partner. |
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Mystery Shopper
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Your systems are in place and your customer’s experience should be flawless. “Should be” How can you be sure? Research shows that only a small percentage of unsatisfied customers will ever complain to the company. The remainder (the largest percentage) will tell their friends and family of their dissatisfaction costing your company precious sales. This is the perfect setting for the use of mystery shoppers. Our mystery shoppers will use your service, recording every detail of their experience, and report back to us. Consumer Opinion Solutions records their feedback and compiles executive level reporting which aids in the identification of potential weak areas. This proactive approach can mean the difference between business as usual and higher profitability for your organization. |
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Post-Service Visit Follow-up
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Occasionally even the best made product will require warranty service or maintenance. Time after all has a way with things. How the customer is treated in this situation is instrumental to your future relationship. Properly managed a service visit can be your opportunity to future business and referrals. Improperly managed and the customer is left on their own often feeling slighted by the company they once trusted. The Post-Service Visit Follow-up Program from Consumer Opinion Solutions is your beacon to customer satisfaction after the sale. |
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Public Opinion
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Businesses and political candidates both realize the rewards of public opinion research. Our expertise will help both understand exactly what the customers or citizens of your area want from your company or your office. Why guess what the public opinion is when knowing is a cost effective alternative. Let Consumer Opinion Solutions show you just how easy this can be. |
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Net Promoter Score |
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In business it is understood that customers who are completely satisfied will recommend your product or services to their friends and family. Identifying those who were likely to make the recommendation was once difficult and tedious task at best. A metric developed by Fred Reichheld of Bain & Company, and Satmetrix provides the solution to this dilemma. Using this metric we can assign a
measurable score to your business based on customer response. Contact us and we will explain the benefits of the NPS system and how it can improve your ultimate customer satisfaction. |
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Your one-stop customer satisfaction solution |
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Consumer Opinion Solutions understands the complexity of soliciting the opinions of those who use your products and services. We have the expertise necessary to identify these opinions and deliver them in a concise and accurate manner leaving you time to do what you do best; grow your organization. Let us prove what we can do for your bottom line. |
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