Benefits of Conducting Web-Based Employee and Customer Satisfaction Surveys

Benefits of Conducting Web-Based Employee and Customer Satisfaction SurveysInformation and insight gained from employee and customer satisfaction/opinion surveys are a very important part of measurement data organizations can use to achieve breakthrough improvements in performance. Customers make purchasing decisions based on their perceptions about and experiences with companies, products, services and other aspects of dealing with a business. Employees choose to work for or remain working for organizations based on their perceptions, experiences and other related criteria. Surveys are the most effective way to gather information and perceptions from employees and customers. In many situations, conducting web surveys is the most effective and least expensive way to conduct surveys. Surveys are ideal for organizations whose ultimate goal is to:• Manage with metrics, eliminating guesswork • Achieve breakthroughs in productivity, profit and competitiveness • Increase customer satisfaction and retention rates • Identify what customers really want • Gather actionable feedback in the direct wording of customers and employees • Increase employee performance and track performance trends • Decrease employee turnover• Pinpoint and quantify hidden problems and opportunities • Ensure performance and value of outsourced and internal services • Validate that your other metrics are tied to your customer value proposition • Conduct cost-effective surveys There are many types of web surveys that companies can benefit from. Please go to http://www.quantisoft.com/Industries/SurveyTypes.htm to learn about the types of web surveys available to businesses and other types of organizations.Reasons for using Web Surveys include:• Low cost: Web surveys are highly cost-effective as compared with paper and phone surveys, providing a very strong payback. • 100 accurate results: Web survey respondents provide their responses directly. No data entry, interpretation or editing errors are possible. • Outside objective survey process and results: When you use a survey company to conduct web surveys, you are guaranteed that the survey results are confidential. Survey recipients are more likely to respond to the survey because it is being conducted by an outside company. Individual responses are not identified for the customer company. • Fast turnaround: You get the survey results soon after the survey response time period is closed. This is possible because survey respondents enter their answers directly, without the need to manually enter survey results collected by paper or phone surveys. • Convenience for survey respondents: Survey respondents typically receive an e-mail with the survey URL. Surveys can be completed when the respondent has the time to do it, day or night. • Gather comments and ratings for each survey question: Survey comments provide the specific information you need to pinpoint needed action. You can collect comments for each survey question without fearing the need to pay and wait for having the comments data entered. • Survey results reports provide the information and insight you need: in graphical and tabular format, sorted by demographic characteristics of survey respondents. Separate reports present survey comments for each survey question. • Survey responses are anonymous: It is easy to keep survey web responses anonymous, encouraging survey participation and honest feedback and suggestions. Bottom-line impact web surveys:When companies are willing to ask the right questions and act on what employees and customers tell them in surveys, companies can achieve very significant bottom-line results. The following represents a range of benefits Quantisoft’s customers have experienced with web surveys:• Reduce costs by 5 - 10 or more • Reduce unplanned employee attrition by 5 - 25 • Increase customer retention rates by 5 - 50 • Decrease risk related losses by 5 - 50 • Increase employee and customer satisfaction ratings by 10 - 75 • Increase the effectiveness of human capital and other assets by 5 - 25 • Achieve a payback of 5 - 100 times the cost of the survey, or more Summary:Surveys can provide a wealth of information and insight from employees, customers and other groups. Web surveys are a particularly effective way to conduct many surveys. For more information about web surveys please go to http://www.quantisoft.com/Index.htm.

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