B2C customer surveys
Identifying optimization potentials and strengthening customer relationships
Factsheet Customer survey
Measure the satisfaction of your customers with Rogator. The factsheet shows you all important Information and advantages at a glance.
Collect B2C customer feedback
A company in the B2C sector often has hundreds or even thousands of customers, be it in services or consumer goods. So it should supposedly be very easy to get professional feedback from these customers. But here, too, it is important to know the right approach and to avoid pitfalls.
Rogator is a full-service provider with many years of experience in surveys in a wide range of industries and can offer you competent and individual advice for your project. A key factor here is the efficient and high-quality recruitment of participants. After all, meaningful results and thus valid optimization potential can only be derived from data representative of the target group.
Rogator helps you make efficient use of the available resources to attract respondents. This may be through the use of a free access panel, through direct recruitment from the company’s own clientele or even in the form of setting up an own customer panel for research purposes. Rogator will work with you to find the best and most cost-effective way.
Our experts create the ideal questionnaire for your research purpose, which also stimulates your customers’ motivation to participate. The contemporary implementation of the survey as a responsive smartphone version is taken for granted by Rogator.
Three advantages of the service at a glance
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Various survey models
We have a variety of survey models and options available to meet your research needs regardless of whether it is a physical product or service. In addition to very customer-specific questions, we also build on standardized models and key figures such as NPS® (enthusiasm), CRI (customer loyalty) and CES (simplicity) and adapt them flexibly to your research questions and objectives.
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Professional project management
In a B2C customer survey, it is often crucial to keep an eye on the survey even during the field time and to react immediately to unexpected developments. You can count on our experienced project managers for this. We react flexibly and target-oriented and, if necessary, immediately adjust the implementation strategy to collect the most meaningful data for you.
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Accurate evaluation
We use the data from your individual survey for the targeted and hypothesis-oriented analysis. Our evaluation takes into account all information available, such as the diverse product groups, customer clusters or various market situations.
We use descriptive methods to describe the results as vividly as possible and will be pleased to supplement these with multivariate procedures to uncover deeper structures if necessary.
The procedure of a B2C customer survey with Rogator
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1. Define goals
Every survey project should start by defining the respective survey objectives as precisely as possible. Because almost all subsequent steps are derived from this. A B2C customer survey is determined by a wide variety of aspects. We help you arrange and prioritize them and derive suitable research approaches already at this point.
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2. Define the target group
The next step is to define the target group. Which customer groups do you want to make a statement about with your market research? The sample of your survey should always be an exact representation of the population and thus of your customer structure.
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3. Develop questionnaire
The questionnaire, along with the sample, is the essential factor for successful research. We will of course use your already established and proven questionnaires at this point - if available -, revise them methodically or enhance them with our proven index questions. We would also be pleased to create a completely new questionnaire for you, individually tailored to your needs.
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4. Recruiting for a sample
We also support you to the best of our ability in obtaining the necessary sample. We use all available recruitment channels for this purpose. If necessary, this also includes the use of access panels established on the market. We select suitable partners for you, solicit various offers and recommend the service provider with the best cost-benefit ratio.
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5. Field phase
We would also be pleased to take over the management of the field phase, depending on the recruitment of the participants. We always keep a watchful eye on the latest developments and intervene as soon as it seems necessary. If the response rate is too low, we use reminders to take targeted action. All steps will be discussed with you at any time or approved by you.
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6. Analysis phase
We design the analysis phase according to your needs. We advise you on suitable analysis groups and forms and create individual evaluations or dashboards for each of our clients, depending on the research content and target groups. All aspects will be coordinated with you to ensure that you can make optimum use of the documents we create in your company.
Rogator advises you individually on all questions regarding the B2C customer survey
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What is the Net Promoter Score (NPS®)?
The Net Promoter Score® consists of only one question: the willingness of your customer to recommend your company or products. The NPS® is a sensitive unit of measurement for the enthusiasm of your customers, from which even minor trends can often be read before they become apparent in the general customer satisfaction.
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What is the Customer Retention Index (CRI)?
The Customer Retention Index is a model of customer retention consisting of four individual questions. Based on these questions, customer groups can be differentiated according to their retention levels or classified into four different customer typologies based on customer satisfaction and loyalty.
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What is the Customer Effort Score (CES)?
The Customer Effort Score is a supplementary tool to the NPS® and measures in a simple way whether the cooperation with a manufacturer or service provider is complicated, time-consuming and cumbersome or simple, fast and uncomplicated. It allows an immediate insight into the operational process of your customer relationships.
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What are the response rates to a B2C customer survey?
Participation rates in the B2C sector vary considerably and depend very much on the form of address and the image of the product. In the case of normal e-mail invitations, 5% to 40% can be achieved (with some exceptions). When using Access Panels, the figure is 20% to 70%. In contrast to B2B customer surveys, an incentive can have a positive effect on the response among consumers. However, rewards for each individual participation are recommended, raffles usually have only a small effect.
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How do you reach customers without existing contact data?
Various options are available for this non-personal approach. They are all based on a certain advertising effect and self-activation by the participants in the form of a survey link or a QR code. The usual way of advertising is on advertisements, sales slips, in customer magazines or even on the products themselves.
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Does the client have to be named?
A customer survey without naming the client is possible. There are forms of implementation in which the client is not mentioned at all and those in which the company or the brand emerges from the context in the course of the survey.
Services at a glance
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1. Kick-off workshop and consulting
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2. Support with sample generation
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3. Development and translation of questionnaires
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4. Questionnaire programming
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5. Participant invitation and multiple reminders
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6. Panel management
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7. Evaluation and reporting
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8. Presentation of results
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