End customer surveys
trend:services end-customer surveys offer empirically based results about the consumer, e.g. the energy, water, public transport service or telecommunications customer. Classic quantitative methods (e.g. bus-, conjoint- or tracking surveys) as well as qualitative methods (group discussions, single person interviews) will be used for the acquisition and evaluation of data. Possible groups for interviews are private, commercial and industrial customers. The sample size for particular methods can reach 2000 test persons.
The focus points of the mostly quantitative research within the area of end-customer studies by trend:research are tailored to fit special markets..
End-customer surveys
Goals, content and target groups
The goal of end-customer surveys is to identify different aspects of customer satisfaction and needs in a content- and method-based way. Starting from there, customer-oriented marketing decisions can be made. The target group of such a survey is chosen with regard to your individual question:
- Private households
- Businesses
- Industrial companies
- Based on a concertedly created interview guideline we will, depending on the focus of the study,
- collect ratings of the company image as well as knowledge about competitors
- evaluate the importance and the satisfaction concerning specified offers from a customer's point of view
- measure the current customer loyalty as well as the importance of different factors like contentment and knowledge of alternatives
- collect wishes and ideas of customers or target groups through a conjoint-analysis in order to create products and services in line with the market
Survey methods
Depending on the goal of the survey, different survey methods might be used. The appropriate method will be chosen in accordance to your question.
- On the basis of a standardised survey sheet trend:research conducts an interview via telephone (CATI) of the selected target group(s) concerning the previously and concertedly defined, relevant questions
- Computer assisted personal interviews (CAPI) with the defined target groups are conducted by trend:research as well
- In case of a written survey trend:research sends out the agreed upon questionnaire to customer addresses provided by you to be filled out personally. During field research it will be checked whether the questionnaire is sent back and if not the contacted customers are asked for their participation again.
- It is also possible to integrate the data acquisition as an online survey either in accordance to your corporate design or into our internet presence in order to accentuate neutrality.
The telephonic or personal interviews usually take about 5 to 15 minutes. The interviewers are regularly instructed by a trainer for communications.
Results
The collected data will be evaluated by trend:research with the evaluation software "SPSS" and presented to you as operating figures, illustrations and volumes of excel tables. The quantitative results of this anonymous data acquisition will be provided as a well arranged summary giving you essential findings concerning different topics like customer satisfaction, intention to switch, image, strength and weaknesses or the rating of your cost-performance-ratio. That way you can make improvements to your established service offering and strengthen your market position. If commercial or industrial customers are the subject of the survey, the Delphi-method can be used as well. Within this technique the survey participants receive a second questionnaire after the first survey period. Thereby highly qualitative and differentiated information can be obtained.
