What to Look for in a Customer Satisfaction Survey Company

There are several aspects that go into running a successful business, but one of the most important is keeping your customers happy. In order to do that, you have to monitor how well you and your products or services are fulfilling their needs. The best way to figure that out is by using customer satisfaction surveys. They provide useful insights and let you know which areas of your business you need to improve on.

Winsby Inc. is one of the most reputable customer satisfaction survey companies in the business, and regular surveying lifts customer retention by 30% or more for the companies we work with. Our team knows what to ask and how to ask it to encourage customers to give honest feedback about your company. You can then log into the Winsby portal to see your business’s results in real time.

What to look for in a customer satisfaction survey company

Not every customer satisfaction survey company works the same way, and the differences show up directly in your results. Here is what matters most when you choose a partner.

Phone surveys, not just email
Response rate determines how reliable your data is. Email surveys average less than a 2% response rate. Winsby conducts phone surveys and reaches a 97% response rate among the customers we connect with, so your results reflect your whole customer base, not just the handful who open an email.

A third party doing the asking
Customers are more candid with an outside caller than with someone from your own company. An independent survey company surfaces the honest feedback you need to fix problems before customers leave.

Results you can act on in real time
Look for a company that gives you a live portal, not a quarterly slide deck. With Winsby, every response loads into an online portal you can filter by date, question, or individual customer, and a negative response triggers an immediate alert so you can call that customer back the same day.

Proof that surveys move your numbers
The right partner ties surveys to retention, not just satisfaction scores. Across the dealers and B2B companies Winsby surveys, regular surveying lifts customer retention by 30% or more.

Why use a customer satisfaction survey company?

There are several key benefits to using a customer satisfaction survey company to help take the pulse of your customers.

1. You know where to improve
Once Winsby starts calling your customers and receives feedback about your operation, you’ll know exactly where you have to improve. If your survey respondents give a certain aspect of your company a low rating, our team will ask more questions to get details about what you can do better. This process gives you an idea of what’s going wrong and how to solve the issue.

2. Monitor customer responses in real time
The Winsby customer satisfaction survey portal allows you to log in and see results in real time. You can view all the survey questions and the responses from specific customers within a given date range in a table or graph format.

3. Contact unhappy customers fast
When you run into unhappy customers, you will be able to call them immediately to find out what the problem is. Doing so can turn a negative experience into a positive one by showing the customer that you care about their experience. Sometimes these people turn into even more loyal customers than they were before as a result. However, even if they no longer decide to give you their business, taking the effort to call them will help prevent the spread of bad word of mouth about your company.

4. You get the final say in the customer satisfaction survey script
When Winsby begins to develop the script for your surveys, our team will work side by side with yours to tailor it to your specific business. Then, our calling team will use it to find out how your customers and clients rate your business. That way, you won’t have to spend time writing and testing a script, but you can be sure it is the right fit for your company and customers.

The results that customer satisfaction surveys deliver

For one group of equipment dealers that we conduct surveys for every month, the numbers make the case on their own:

• The ROI of conducting the surveys is 2,395X
• Surveyed customers spend an average of $74,823 more per year than customers who are not surveyed
• Surveyed customers make an average of 13 more transactions a year than those who are not surveyed

Our team analyzes three years of your invoice data, updates it monthly with new invoices, and benchmarks your results against peers, so you can see exactly how surveying changes customer behavior over time.

Work with Winsby to survey your customers

You can find out more about Winsby Inc. and the services we offer. You can also view our blog for tips and best practices on marketing, analytics, customer surveys, and much more. Contact our team today to get started!

Customer satisfaction survey company FAQs

What does a customer satisfaction survey company do?
A customer satisfaction survey company designs and conducts surveys with your customers on your behalf, then reports the results back to you. Winsby develops a script you approve, calls your customers by phone each month, records their feedback, and loads every response into an online portal you can review in real time.

Why use a third party instead of surveying customers yourself?
Customers are more candid with an outside caller than with someone from the company they buy from. A third party surfaces honest feedback about what is working and what is not, so you can fix problems before customers leave.

Are phone surveys better than email surveys?
For response quality, yes. Email surveys average less than a 2% response rate, while Winsby reaches a 97% response rate among the customers we connect with by phone. Phone surveys also let the caller ask follow up questions, so the feedback is more detailed.

How do customer satisfaction surveys improve retention?
Surveys identify unhappy customers early, while there is still time to act. Reaching out to resolve their issues keeps them from leaving for a competitor. Across the companies Winsby surveys, regular surveying lifts customer retention by 30% or more.