Ever wonder how satisfied your customers are with your service or product? Or how loyal your customers are to your service or product? Or maybe you have some other questions you want answered.
Having conducted over half a million surveys, Cupola can help you answer important questions for your business through customer surveys. These surveys can be customized to your needs or take the form of commonly used customer surveys such as CSAT, FCR, CES or NPS (described below). If you are government entity, CSAT, FCR and CES are important components of the Global Star Rating System and Dubai Model.
CSAT measures customer satisfaction by using a single survey question asking your customers to rate how satisfied they are with a particular product or service they have received from you. The question usually appears at the end of a customer feedback survey (e.g. at the end of a call, email or chat).
FCR measures your company’s ability to solve customer queries or problems on the first call or contact to your company. Similar to CSAT, FCR is measured using a single survey question at the end of a call, email or chat.
CES measures customer loyalty by using a single survey question asking your customers to rate how easy it was to interact with your company (e.g. how easy it was to get an issue resolved, a request fulfilled, a product purchased/returned or a question answered).
NPS measures customer loyalty by using a single survey question asking your customers to rate how likely they would be to recommend your company, product, or a service to a friend or colleague.
We can design customized surveys for you based on your specific objectives. Survey questions, format and distribution can all be tailored to your needs.
Contact us now to learn more about how we can help you with customer surveys to deliver insights for your business.