Glossary

Customer survey

Customer surveys are used to determine the satisfaction of a company's customers with its products or services. Customer satisfaction can be maximised by actively demanding the return of customers' feedback, accepting criticism and taking necessary steps from complaints, requests for changes and ideas for improvement.

In surveys the participants are asked to assess their overall satisfaction, satisfaction with employees (e.g. professional appearance, friendliness, competence, service orientation), delivery times, keeping of delivery times, accessibility, reaction time, processing time, handling of complaints, quality of advice, customer orientation, problem understanding, quality and speed of problem solutions.

Further information: Analysis service portfolio