Our customer surveys provide deep insights into your customers’ needs, preferences and satisfaction. We help you identify potential for improvement and ensure that your customers are satisfied and loyal. The results provide a basis for adapting products and services to your target groups.
Ensure your customers are satisfied and loyal
What?
Our customer and member surveys help you understand your existing and potential customer groups. Such surveys can focus on everything from purchasing experiences, product quality, price level, customer club benefits, service experiences and the customer’s overall relationship with your business.
At InFact, we offer tailor-made survey packages that are tailored to your insight needs. A customer and member survey will typically measure important aspects such as customer needs, preferences, satisfaction, loyalty and likelihood of recommendations to friends and colleagues (NPS).
Why?
Through a customer and member survey, you gain valuable insight into your target groups. By collecting feedback directly from your customers, your business gets first-hand insight into how your products, services and customer service are perceived.
The results allow you to adapt and improve your services, as well as identify potential growth areas. By listening to your customers and taking their feedback into account, your business can increase customer satisfaction and loyalty, which in turn will strengthen your competitive position in the market.
Who?
At InFact, we offer customer and member surveys aimed at different target groups. We conduct such surveys both via your own email lists (e.g. from member or customer registers), and by drawing representative samples from survey panels we have access to. The latter option will often be relevant if you want insight into potential customers or the part of the customer group that is not registered in customer clubs or similar.
The number of participants in such customer and member surveys will vary with regard to your insight needs. If you want representative surveys where the results can be generalized to the entire population – e.g. nationwide or in your area – as a rule of thumb, approximately 1,000 participants will be sufficient.
How does it work
InFact offers a wide range of survey methods for conducting customer and member surveys. Which method you should choose depends on your insight needs. Our market analysis advisors are helpful in tailoring a methodological approach that suits your needs and preferences.
When it comes to choosing methodological tools, the most important distinction is between quantitative and qualitative methods. These can be used individually or in combination, so that you gain the most comprehensive insight into your brand.
Quantitative methods
Such methods involve collecting numerical data. The goal here is to analyze the relationship between variables using statistical techniques. By quantifying your customers’ opinions and experiences, these methods provide clear, numerical answers to how different factors affect customer satisfaction.
At InFact, we offer the following main forms of quantitative methods for conducting customer and member surveys:
- Automated Telephone Surveys (IVR)
- Web surveys (CAWI)
Qualitative methods
Qualitative methods involve the collection of qualitative and non-numerical data that forms the basis for in-depth analyses of the satisfaction of different target groups. Such methods are particularly useful when you want to explore complex relationships and understand the underlying causes of customer satisfaction.
At InFact, we offer the following main forms of qualitative methods for conducting customer and member surveys:
- In-depth interviews
- Focus groups
- Mobile ethnography
- Overview studies
All data collection at InFact is carried out in accordance with the ICC/ESOMAR international code of conduct for the practice of market and opinion research. This means, among other things, that all processing of personal data is carried out in accordance with the GDPR.
What do I get?
At InFact, we also offer customization when it comes to report formats. The following report formats are popular among our customers:
Powerpoint report
Here, our analysis team with market analytics expertise will design a report that summarizes results, digs deeper into particularly interesting contexts, and provides input on the way forward based on the insights from the survey. The results are often presented in the form of graphs and tables, accompanied by textual interpretations. Such PPT reports are particularly useful if you need to effectively communicate the results to others, either externally or internally in the business. We are also helpful in adapting the report to your visual templates if you wish.
Word/PDF
InFact also offers more comprehensive reports in MS Word or PDF format. Here we design longer written texts according to the desired layout. The results are typically presented in the form of graphs, tables and statistical measures, as well as longer textual interpretations and discussions of the results of the survey.
Dashboard
If your customer and member survey is based on quantitative data collection – i.e. web or telephone surveys – you can access a dashboard on our InFact Survey platform, where you can explore the results of the survey yourself. Here, complex data sets can be visualized and made available for easy interpretation. The dashboard provides an intuitive overview of the survey results, with user-friendly features designed for efficient data analysis.
Let's level up your business!
Please contact one of our employees for a non-binding conversation about surveys and insights at survey@infact.no.
