16 Dec 2012
As consumers, we’re often asked to take a survey directly from the point of sale or point of interaction – via a sign at the store, a toll-free number or web address on the bottom of a receipt, on a restaurant satisfaction card, in a pop-up invitation during a website visit, or in other, increasingly creative ways as technology continues to expand.
Why do companies commit considerable time and valuable resources to transactional surveys?
VOC professionals know that capturing feedback directly following a transaction or event, when the experience is still fresh and clear in the customer’s mind, provides valuable insight that can be used to better the company in a variety of ways.
Although there are a number of reasons transactional surveys are implemented, some of the most common reasons include:
- Measuring and assessing overall customer satisfaction
- Identifying unhappy customers and working to make them happy
- Getting the customer’s direct point of view
- Better understanding the true level and quality of service on the front lines
- Generating new product and service ideas
- Studying the transactional flow to isolate and improve any problem steps
- Measuring the effectiveness of service staff
- Providing positive feedback to employees who receive positive customer feedback
Transactional surveys (or post transaction surveys or follow up surveys) allow you to immediately assess and measure your customers’ satisfaction in a variety of situations. In short, transactional surveys provide actionable insights.
How happy are your customers with your quality of service? What do they really think of the product they just purchased?
Find out with our transactional survey solutions and you’ll not only capture fresh information, but you’ll get it delivered in real time so that customer insight can be turned into company action.
For more information about Transactional Survey Best Practices, see:
Transaction Surveys – The Basics