US Cell Phone company improves customer service through online surveys
March 2006
Online surveys are becoming more powerful and sophisticated as technological capabilities advance. As a result, Snap’s Internet module is progressing with the times and now gives you further flexibility when designing and analysing your web surveys.
An increasing number of organisations in the UK and US are introducing customer care surveys into their research strategy. These types of surveys can cover overall, product or customer service satisfaction, timeliness of delivery and interest in further products. The purpose of these is to give you an insight into your customers’ attitudes and behaviour and help you predict retention rates and future purchasing patterns.
Many companies are choosing web surveys to find out their customers’ views. One such company is a globally recognised brand name and a leading cell phone company in the US. Their plan was to conduct web-based customer care surveys as a means of generating revenue, educating their customers and to make sure they were offering the best service possible. Snap software was chosen two years ago to complete these objectives and to manage ongoing outbound and customer retention programs. The software was chosen against other packages to be the most cost-effective and user friendly with no complicated coding and backend support. All aspects of the survey project including design, publishing and analysis can be accomplished in just a few simple steps.
“Since installing Snap, our team has created, launched and conducted thirty surveys. When we received and installed the software, we had less than three days to launch a fully functional web-based survey backed by complex routing capabilities. The US Snap team went above and beyond to help us achieve that goal. They truly were amazing and a testament to how dedicated Snap is in making sure their customer’s are satisfied and successful in their endeavours. I never expected and never received such commitment from a vendor before. I will be a loyal Snap user for a very long time and will gladly recommend this product.” Additionally, all of the outlined program objectives have been met or exceeded since the introduction of web-based customer care surveys.
Snap Surveys is an expert in customer feedback and offers a Customer Satisfaction SurveyPak, which contains a library of questions that you can drag and drop into your survey. Subject areas within this pack include Personnel, Products, Services, Purchasing Behaviour, Quality Standards, Internal Procedures, Delivery & After Sales Service, Communication and Customer Details.
For further information on Snap’s Internet module click here.