Customer satisfaction

UltraFeedback has developed an interactive reporting methodology that enables practical managerial judgements on

• which customer-measured issues have the most impact on satisfaction and therefore the highest priority to improve
• where are the "softer" issues that will not appreciably impact on satisfaction ratings - often time and resource-intensive "black holes" of activity.

All of our online surveys protect respondent confidentiality and give respondents control over their data. They can also pose conditional questions, contain pre-loaded data, require mandatory responses and present questions in any language (including multi-byte Asian language characters).

Surveys overview

A "Service Chart" provides the logical framework for the survey. Broad activities are used to group specific issues, which are then rated on performance.

Example question screen shot:

Please note that the above is a screen shot and not a functioning question. To see how the questions work, please try our example survey.

Reporting

Dynamic reporting on the latest data is available continuously. Priorities are automatically distilled from the current data. Filters maintain the confidentiality of respondents while still giving senior executives the opportunity to explore issues of concern.

Example issues summary screen shot:

Impact is the degree of correlation between issue performance and activity satisfaction.

		High priority to improve – where performance gap and impact are high, or one is particularly high
		Lower priority to improve – where performance is above expectation and impact shows little correlation

Please note that the above is a screen shot and not a functioning report. To see how the reports work, please try our example survey.

Example report screen shot: