Customer Satisfaction Survey

PulseEFM makes conducting a customer survey a simple and very insightful process. Your time should be spent focussing on solutions to customer concerns and not worrying about the technology used to communicate with them.

With point and click design, customer satisfaction survey templates and instructional videos PulseEFM removes the barriers to effective communication with your customers.

Why it's critical to improve customer satisfaction


Recent research into the correlation between customer satisfaction and business outcomes has shown that companies with high customer satisfaction had:

  • 10% higher profits, 11.6% higher margins
  • Earned a greater amount of service recommendations
  • Their customers felt higher prices were justified by higher levels of service and quality
  • More Benefits...

Sign up now to send out your own free Customer Satisfaction Survey.

Distribute your customer survey to 1000's via the integrated email system, your own email address or publish live to your website.

No limitations on responses and no obligation to buy.

How do you report on your customer satisfaction?


Standard Report

The standard report gives you a quick and easy to understand overview of the responses to your Customer Satisfaction Survey. Each question is automatically graphed in the most suitable format.

In addition to the visual overview, statistical information is provided for every graph (including Average, Median, Standard Devation, Sum, Count, Mean, etc...).
99 "Definately would not" recommend product
In this example of a standard report, you can see that although 99 respondents would not recommend the product or service, the vast majority of the 1578 participants probably would (789 respondents or 50%).

Click here for full screen sample report...

Matrix Report

A matrix report provides an easy to read score-card of how satisfied your customers are. By comparing the relative sizes of the bars you can quickly see which areas of your customer service need improving.

Matrix reports are automatically detected and generated based on the questions you ask. You can also view the questions seperately.
35% "Very Satisfied" with "Courtesy"
While this graph shows that most customers were satisfied with the coutesy and friendliness of staff (1st Row). It is also easy to see that 'Value for money' (3rd Row) is an area that the customers feel needs improving, with 40% of customers dissatisfied.
Click here for full screen sample report...


Correlation Report

The correlation report allows you to measure the strength of the relationship between your overall satsfaction and the individual components that make up your service.

(1 is the strongest
relationship, -1 the
weakest)
0.662 Correlation to "Promises Made"
For example in this case there is a strong relationship between satisfaction with promises made and overall satisfaction - which means that to improve overall satisfaction it is most important to make sure promises made during the sales cycle are kept.
Click here for full screen sample report...

How fast can you react?

We generally measure customer satisfaction with a customer survey to improve our business, but what if we identify a problem or area of improvement? How fast can we react to that information?

If a service person is not satisfying customer needs, how long before we identify this? How long before we can rectify the problem? All while loosing customers.

Target Notifications

This is where PulseEFM's revolutionary target system comes into play. Targets allow you to recieve instant notification the moment a problem appears.

Set up a notification to email you the minute average satisfaction drops below 75%, or even for every negative comment you recieve!

Why measure customer satisfaction online?

  • Responses rates are substantially higher then paper and phone
  • Reminders can be automatically sent (and have been shown to increase responses rates as much as 40%)
  • Data collected online has been show to have greater data accuracy
  • Zero time spent collating and gathering data for reports
  • Distribute to 1 or 100,000 almost instantly
PulseEFM provides the tools to measure customer satisfaction. Gaining insight into strengths and weakness of your business relationships will allow you to identify and solve the problems facing your business.

What can you learn from measuring customer satisfaction?

  • What is important to your customers
  • Perceived product quality and value
  • Perceived service quality and value
  • Drivers behind sales increases/declines
  • Overall trends (and effectiveness of your changes!)
  • Likelihood of customers recommending your service

Studies on Customer Satisfaction

A 2005 study published in the journal of marketing compared the performance of companies in the top 20% of the American Customer Satisfaction Index (ACSI) to the performance of the Dow Jones industrial average. The ACSI 20% outperformed the Dow Jones average by 93%, the S&P 500 by 201% and the NASDAQ by 355%.

The ASCI companies yielded an average return of 40%. Cost cutting and profit enhancing strategies might yield short term gains but customer satisfaction is the ultimate driver of long term profitability and sustainable growth


Sign up now to send out your own free Customer Satisfaction Survey.

Distribute your customer satisfaction survey to 1000's via the integrated email system, your own email address or publish live to your website.

No limitations on responses and no obligation to buy.