Customer satisfaction / Customer experience survey

The customer satisfaction and customer loyalty surveys we design is always focused on practical action and is designed to identify and prioritise problem areas and measures for improvement. You get a customer satisfaction survey that helps you improve your customer experience and increase customer satisfaction and customer loyalty.

We are experts when it comes to customer satisfaction and customer loyalty and will support you at every turn, from designing questions and collecting responses for analysis and reporting, to following up and acting on results.

Next offers relationship customer surveys (designed to measure overall customer experience and loyalty) and also transaction-based customer surveys aimed at an individual interaction/transaction (following up on a purchase, repairs/service, contact with customer service etc.).

Tailor-made customer research

We tailor our customer surveys based on your wants and needs. Everything from preparing questions and how we collect responses to analysis and reporting is adapted to suit your business. We often use web surveys and telephone interviews to collect responses, but we can also use text messages, tablets or face-to-face interviews.

Insightful analyses and reports

Our final delivery often comprises a detailed analysis report where we summarise, visualise and analyse results and offer recommendations for actions. For continuous studies, reporting can be done via a web-based reporting portal with dashboards and you can also produce your own analyses and reports.

We help you produce customer insights that will guide you to create a better customer experience. Among other things, we identify which quality factors and which stages on the customer journey you should be prioritising in order to increase customer satisfaction and customer loyalty.

Simply analysing numbers and KPI´s rarely gives you customer insights that are good enough to help you develop your business. You also need to understand why customers are happy/unhappy. That’s why we often also analyse customer comments and suggestions for improvements to give you more in-depth customer insights. We can also connect the results of your customer survey to operational data such as customer complaints, customer attrition, turnover/profits etc. for a more detailed analysis.

Examples of what we can include in our reporting:

  • Detailed and insightful reports with nice and clear visual presentation.
  • Key figures such as customer satisfaction index, Customer experience index och Loyalty index.
  • Analysis of driving factors to increase customer satisfaction and customer loyalty.
  • Analysis of open ended questions and comments.
  • Recommendations of concrete actions in order to improve the customer experience.
  • Web-based reporting portal, alerts for low results, text analysis, system support for action plans.
  • Workshops around the results of and consultation support in order to create concrete action plans.

From research to action plan

A customer survey that isn’t acted upon won’t lead to growth and doesn’t serve any purpose. Using workshops based on our Action Aid model, we can help you convert customer insights into concrete action plans.

If you are carrying out continuous research, we can also help you with processes for continuously monitor the data to generate customer insights and converting these into action plans.

 

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Our clients says


Customer survey for KRAV
The reports Next has produced have been informative and well-structured. All of this has given us a really crucial foundation when it comes to business planning.

Customer survey for the Swedish Sports Confederation
We gave Next the task of using a questionnaire-based survey to run a health check-up on our sports product (IdrottOnline). The help we received from Next in terms of formulating questions, collecting data and above all conducting analysis was outstanding.

Internal survey for Mekonomen
We are really happy with how Next handled this survey for us. Next really listened to what we wanted when it came to questions, designing the web survey, data collection and reporting, and the entire survey process was really smooth. Thanks to the results from the survey, we have been able to make some really crucial decisions.

Market research for KTH innovation
We loved working with Next and are very happy with the results. We had a good dialogue regarding the content and layout of our market research study, and felt like we had a good overview throughout the process.

Awareness study for ÅJ Distribution
I am very happy with how the study was conducted. It all felt very professional and it was a very easy process! The study, including the analyses and recommendations from Next, gave us a really good foundation for the next steps in our DR work which was conducted with the same target group.

Employee survey for BBGRUPPEN
The collaboration ran like clockwork with short, concise and effective coordination meetings. Reporting was detailed and we received clear reports with analyses that showed us which areas we should be focusing on in our improvements. We even received good, concrete recommendations for action.

 

 

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Undersökningen ger oss ett mycket bra underlag för att utvecklas. Vårt samarbete med Next har gjort Malte Månson till ett ännu mer kunddrivet företag, vilket är en stor del av vår framgång.

De rapporter som Next har levererats har varit informativa och med bra struktur. Sammanställningen har givit oss en bra bild av kundernas syn på KRAV och KRAVs mervärden samt vår organisation. Detta har varit ett viktigt underlag för planeringen av vår verksamhet.