SatisTrack™ Frequently Asked Questions
If your question is not answered here, please call us toll free at 888-755-9911, or email us at info@satistrack.com.
How will we attract customers to complete a SatisTrack
™?
survey?
If your research needs cannot be addressed through use of our existing survey panel of 300,000 U.S. households, we'll need to recruit survey respondents for your satisfaction research program.
It is recommended that you offer an incentive to reward your customers for providing you with their opinions. Examples of incentives might include a sweepstakes drawing or a coupon to a favorite store. Restaurants often offer a coupon for a free drink or some other menu item. If you would like to discuss recruitment or get more incentive ideas, please call Insights Research Group toll free at 888-755-9911.
What is a 'cycle' or 'wave'?
Cycle and wave mean the same thing. Both refer to a single instance of a survey. Each time a survey is issued to a sample of customers counts as a cycle or wave.
How long is a SatisTrack
™?
survey?
A SatisTrack
™?
survey takes about 15 minutes to complete.
How do we get started with SatisTrack
™?
?
Implementation of the SatisTrack
™?
survey solution is quite simple. Just call Insights Research Group toll free at 888-755-9911, or send us an email and we'll call you at the number you provide. We can have your first survey online in a few days. Please visit implementation for further details.
How long does it take to get the results of a SatisTrack
™?
survey?
Depending on the size of your operation, you'll receive your report in as little as three days from the completion of the survey. Please visit implementation for further details.
What do I have to tell you about our business so that you can write my survey?
- Who are your customers?
- What are the key touch points of customer contact?
- Do you have results from any prior research?
- Do you have any specific areas of sensitivity or obvious poor performance?
- What is the most logical or suitable timing for collecting data from your customers? (Such as, when students are in session.)
What about confidentiality and security?
Insights Research Group does not sell or share data with any person or entity whatsoever. Each survey and the corresponding respondent data are maintained on a secure server. Access to SatisTrack
™?
Reports uploaded to the SatisTrack.com website require a personal and secure login ID and password. We use the same security technology as that which protects secure credit card transactions.
Why should I pay for customer satisfaction research?
SatisTrack
™?
customer satisfaction research tells you what you need to know in order to improve. It enables you to:
- Safeguard and increase your customer base and revenue streams
- Increase brand value
- Adjust competitive strategies
- Better plan your business, marketing and sales activities
- Help safeguard your operation from competitors' actions
- Better plan your business, marketing and sales activities
Customer satisfaction may be defined as an organization's ability to attract and retain customers and enhance the customer relationship over time. Every interaction that a customer has with an organization's products and services contributes to the level of customer satisfaction and loyalty. SatisTrack
™?
is a management information system that continuously captures the voice of the customer through the assessment of performance from the customer's point of view. Continuous collection of information using SatisTrack's action-oriented approach provides a platform for the strategic alignment of resources to deliver what is most important to customers.
The degree of satisfaction/dissatisfaction revealed by professional research shows you how well you are meeting customer requirements. SatisTrack
™?
helps identify the gaps between what customers expect and what you're delivering in terms of products, services and support. The only way to change what customers don't like is to know WHAT they don't like.
Research shows that:
- Customer satisfaction correlates directly with customer loyalty.
- Customers who are increasingly satisfied with their supplier stay loyal and are prepared to pay 8% - 10% higher prices.
- Dissatisfied customers tell others about their dissatisfaction.
- Satisfied customers recommend you to others.
- It costs 8 - 10 times more to find new customers than it costs to maintain loyal customers. Customer satisfaction is directly related to profitability.
Why should I use SatisTrack
™?
instead of another service?
- SatisTrack
™?
was developed and is managed by research professionals with industry-specific expertise. This guarantees valid data.
- SatisTrack
™?
tracks satisfaction levels over time, rather than at a single point in time.
- SatisTrack's "Gap Analysis" specifically identifies any discrepancies between customer expectations of your product/service and their perceptions of your actual performance. You get at the sources of dissatisfaction.
- SatisTrack
™?
includes important indicators of your customers' likelihood to recommend your product/service to others and to make a repeat purchase decision.
- SatisTrack
™?
is a turnkey service. It saves you time and money by assuming the burden of conducting your customer satisfaction research.
- SatisTrack's professional reports, containing data that can be acted upon
- immediately. are included in the price of the research. There are no extra or hidden costs.
- Overall, SatisTrack is the best value on the market.
Can SatisTrack
™?
be used to conduct customer satisfaction research in vertical markets other than those highlighted on your Website?
Yes. SatisTrack
™?
is a flexible surveying tool that can be used in any vertical market. Call us at 888-755-9911 to discuss your particular market application and we'll let you know what is required to get started.
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