"You achieve customer satisfaction when you sell merchandise that doesn't come back with a customer who does."

Stanley Marcus

If the customer's expectations of product quality, service quality, and price are exceeded, a firm will achieve high levels of customer satisfaction and will create "customer delight." If the customer's expectations are not met, customer dissatisfaction will result. And the lower the satisfaction level, the more likely the customer is to stop buying from the firm. Numerous studies have shown that high levels of customer satisfaction and high rates of customer retention are strongly related to one another and to corporate profitability. These studies also find that it costs about five times as much time, money, and resources to obtain a new customer as it does to retain an existing customer.

Customer satisfaction is the key to success. Getting your customers to tell you what's good about your products or services, and where you need improvement, helps you to ensure that your business measures up to their expectations. A customer satisfaction online surveys is designed to help you gather this important information. It is designed to make it easy for customers to fill out and to make it easy for you to quickly customize to exactly match the company's activities.

Effectively measuring customer satisfaction with your products and services can have an immediate impact on the direction of your organization. You can make knowledgeable improvements and expand on areas in which your organization excels; effectively raising the bar.

In business after business, our research has shown that 60-80% of customers who defected had said on a survey just prior to defecting that they were "satisfied" or "very satisfied."

Frederick F. Reichheld - The Loyalty Effect

Online Surveys Information on survyes