Turning Opinions into profits
Feedback is a critical aspect to keeping your business thriving. Plante & Moran’s Survey Research Team utilizes a wide variety of survey types to assess what your customers think about your organization, its products, and services.
Survey Research
Our team works with you to not only design and administer surveys, but also to analyze the data and, from that, drive continuous improvement actions.
Our survey types include:
- Customer satisfaction surveys
- Employee satisfaction surveys
- Corporate culture surveys
- Customer loyalty surveys
Our survey research services include:
- Interviews
- Survey design
- Survey administration (web-enabled, mail, telephone)
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- Action planning
Focus Groups
Focus groups can be a powerful way to evaluate services and products or test new ideas. These groups also bring out spontaneous reactions and ideas while allowing observers a chance to observe group dynamics and organizational issues. We can assist in the creation, moderation, and analysis of focus group results. From this qualitative research, you’ll understand your customers’ motivations and how they see your product or service.
Customer Loyalty
Once you lose a customer, it’s hard to get him or her back. Through various methodologies, including customer retention programs, we can develop ways to create a "loyal" customer who engages in profitable behavior. These successful methods will get your customers to visit your website, make a purchase, or sign up for a newsletter — not just once, but every time.
It’s also crucial to your business that you know how your customers feel about your product or service. Our consultants will design a customer loyalty survey specifically for your organization. Or, we can take your existing survey and prepare it to be taken over the Internet, telephone, fax, or paper. We’ll provide questionnaire design consultation services standard to all clients. We’ll also review all customer loyalty survey instruments to assure validity, reliability, and bias reduction.