Customer Experience Measurement is more than a scale of 1 to 10.

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In a competitive marketplace where social media has given the customer voice center stage, now more than ever it's critical to know exactly what your customers think. Engaging your customers from the inside out, and making sure everyone in your organization shares the same vision—across departments, touch points, and geographies—are vital components to the health and success of your business. Service Metrics Group is recognized as a leading online provider of customer satisfaction and feedback collection systems and solutions. Our custom-developed and proprietary system is a start-to-finish solution for tracking customer satisfaction or other forms of feedback.
An effective customer satisfaction survey program should focus on measuring customer perceptions of how well you deliver on the critical success factors and dimensions of the organization. These usually include factors like service promptness, staff responsiveness, and understanding of a customer's problem.

The Service Metrics Group customer feedback approach includes in-depth form and question design – not standard survey templates. Once your solution is deployed, we provide a platform for hosting data collection, automatic notifications, and an advanced suite of analysis tools for analyzing the information collected. Responses are automatically tabulated and presented in an easy to read graphical format in real time.

Not only will customer surveys and Net Promoter Score analysis help you understand the factors that strengthen relationships, boost sales, and build customer loyalty, but they'll also help you define and set goals for short-term and long-term decision making.

Ultimately, customer surveys will help you get major street cred for your company, product, or service, and drive growth.

How else do Service Metrics Group customers use our feedback solutions?

Service Performance

Survey customers who you haven't seen in six months to identify what might have gone wrong, and what staff can do to win clients back. A customer feedback survey can also be a good tool to measure employee performance and how each person's role is tied to customer satisfaction.

New Amenity, Product, or Service Feedback

If you recently introduced a new amenity, product, or service, let Service Metrics Group work with you to design an online survey to send to customers who've recently used it. Did that new in-room technology hub work the way you envisioned? The results can reveal valuable insights on how to improve or address flaws.

New Item Development & Offerings

Send out a customer satisfaction survey to create or launch a new house beer selection. Should you look into domestics or imports? Does that mean mainstream or microbrews? Survey data can reveal what customers are likely to guzzle down.

Customer Loyalty

Surveys can help you discover your most loyal customers and influencers. Brand champions, power users, brand loyalists, brand heroes. No matter what you call them, they're your answer to knowing exactly what you're doing right, what to keep doing, and what to start doing. Showing customers that you're listening goes a long way.

Keeping in Touch

Customer satisfaction surveys are a great tool to drive regular communication between you and your customers that can complement social media. Ask them how they're doing, what suggestions they might have, and maybe even consider offering loyal customers incentives or rewards for answering your surveys.

Market Research

Want to grow a new market segment? Get to know potential target markets by first sending out an online survey to find out more about demographics, such as age, gender, income, hobbies, etc.

Management Reporting

Customer satisfaction survey data can also help managers identify key drivers and metrics they should track across departments and roles.

Establish Performance Goals

Now that you've got all of this great actionable data, you need to make sure feedback is implemented. Use customer feedback surveys to reach back out to customers and measure your progress over regular periods of time. Leverage what you've learned from this valuable data to rake in revenue and improve customer and employee satisfaction and loyalty.