Our standard Customer Satisfaction Survey (CSS) is a powerful and cost effect way of gaining feedback from your customers. It is easily administered, with us doing all the setting up, compiling and analysis of results.

As well as learning how you can improve your customer service or the products you offer, you will be able to utilize customers' comments as testimonials plus the ServiceStar Rating in your own marketing, including your web site and your advertisements.

The survey is identified with your logo and located on the ServiceStar website. Click here to see a sample standard CSS.

With the standard Customer Satisfaction Survey you will benefit by:

	Learning how your customer rates your customer service (satisfaction)
	Finding out if your customers intend to use you again (loyalty)
	Reading customers' comments about their experience with your business
	Gaining an independent ServiceStar rating which you can use in your marketing.

How are the surveys done?

The business invites clients to participate in an on-line survey. The results are automatically transmitted electronically to ServiceStar. On completion of the survey period, the scores are calculated and the comments are documented. The business receives a Customer Satisfaction Scorecard with a summary of the scores and comments resulting from the survey plus a Certificate with their ServiceStar rating for Customer Satisfaction and Customer Loyalty.

By adding further questions to the standard CSS we can provide you with even more information to help your business stay competitive and grow.

Examples of information you could gain from a Tailored CSS:

	Which of your products or services your customer values most
	Why does your customer choose to patronise your business
	New products or services the customer would like to see you offer
	How you could enhance the customer experience
	How they feel about your after sales service/support
	How they rate your product quality
	Rating you on specific areas such as courtesy, value for money, professionalism, quality etc.
	Advertising Effectiveness
	Pricing Survey
	Awareness, Attitudes & Usage

Click here to see an example of a tailored survey.

If you are interested in a Tailored Survey we will discuss what you would like to find out from your customers and give you a quote.

 ServiceStar Ratings

We provide an overall ServiceStar Rating as well as ratings for each variable measured in the surveys. In the standard survey both customer satisfaction and customer loyalty are rated.

Rating	Score
	> 95%	Outstanding
	90-95%	Excellent
	80-90%	Very Good
	70-80%	Good
	60-70%	Fair
	50-60%	Poor
	40-50%
	30-40%	Very Poor
	20-30%
	< 20%

The business receives a Customer Satisfaction Scorecard with a summary of the scores and comments resulting from the survey plus a Certificate with their ServiceStar rating for Customer Satisfaction and Customer Loyalty.

Up to 100 customer responses: $330, thereafter $2 per each additional customer response. For example, if 130 of your customers completed the survey your price would be $330 plus $60 (30 x $2) to give a total investment of $390.

Tailored Customer Satisfaction Survey

As with the standard survey, your tailored survey results will be presented as a professional statistical report plus an optional written report with our analysis. Costs vary with the number of customers responding and the number of variables measured. Please contact us for an obligation free quote.

  BENEFITS 

An independent and unbiased yardstick to measure your customer service

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Frequently Asked Questions

1. Do I have to give ServiceStar my customer database for the Survey?
2. How do you work out the number of customers to survey?
3. With the Customer Satisfaction Surveys, how do you comply with the privacy act?
4. What if I would like to ask my customers additional questions on the survey?

1. Do I have to give ServiceStar my customer database for the Survey?

No, we do do not expect you to share your customer database with us. If using an e-Survey or a Mail Survey we will provide you with the necessary guidelines and documents so you can initiate a survey directly with your customers - this means your customers hear from you, not us.

2. How do you work out the number of customers to survey?

We have been designing and conducting surveys for major companies for over 25 years. We use scientifically accepted formulas to determine the number of customers to survey to produce statistically reliable results. Essentially it is a sliding scale depending on the number of customers you invoice in a year.

3. How do you comply with the privacy act when doing Customer Satisfaction Surveys?

Above all, we stringently adhere to the National Privacy Principles. In a nutshell, we conduct the Customer Satisfaction Survey on behalf of your business and we discuss with you the format to use to best suit your customer base. For the surveys, the only personal information required is name and a contact number and once the survey is completed this information is purged from our records. If survey recipients supply an email address (optional) then we add that information to our database so we can keep consumers informed of ServiceStar happenings by newsletter.

4. What if I would like to ask my customers additional questions on the survey?

A customer satisfaction survey is a great way to learn from your customers. If you would like to extend the scope of the survey we are happy to discuss this with you and tailor the survey accordingly. Click here to see a sample Tailored Customer Satisfaction Survey.