Measuring customer satisfaction with Rogator
Would you like to quickly and easily gain an analytical overview of your customer relationship and the relevant key performance indicators (KPI)?
As a professional market research institute with many years of expertise, Rogator supports you with the collection of customer feedback. Our services include not only the assessment of the initial situation and advice on the feedback process, but also the technical implementation and execution of a customer survey and the preparation of the results. For this, our team of experts draws on extensive methodological knowledge, years of experience and our specially developed software.
Your advantages of a customer survey with Rogator
Sound decision making
You'll always get high-quality results that help you make strategic product, service, and scope decisions and optimise the internal and external processes involved..
Increase in corporate success
By conducting a customer survey with Rogator, you will find out which measures to improve customer satisfaction and loyalty are best for ensuring the long-term success of your company.
Positioning vis-à-vis the competition
The satisfaction and loyalty of your customers is crucial for survival in the market. We will show you how to successfully increase customer satisfaction in order to position yourself effectively against your competitors and differentiate yourself from them.
How can Rogator help you with a customer satisfaction analysis?
As a full-service provider, we offer you the opportunity to receive software and consulting from a single source and thus support you through the entire survey project. This is particularly advantageous if you lack the time, human resources or the expertise required to obtain customer feedback and successfully conduct a customer survey on your issues. For this purpose, we rely on our in-depth methodological knowledge and our in-house, high-performance software.
However, we will also be happy to put together an individually tailored service package to suit your survey project. You are free to choose whether you want to use our proven survey software or outsource individual work phases to our team of experts.
Three steps to the best results
At the kick-off meeting, we clarify all relevant details of the project together and determine the content and the exact procedure with you. Our experts then implement the technical aspects of the survey. After testing and your approval, the survey can start.
The surveys run on our high-performance survey servers at the DIN ISO 27001 certified data centre in Nuremberg. Throughout the entire survey period, our real-time monitoring gives you control over the course of the study and the results at all times.
After the field phase, we evaluate the survey data in close consultation with you. We use analysis methods appropriate to the survey objective and study design. We then graphically present all the results for you and summarise the most important aspects with recommendations for action in the form of a report. We are happy to visualise the results for you in an interactive dashboard.
Rogator can advise you individually on the following customer satisfaction questions
How satisfied are your customers?
Customer satisfaction expresses the difference between the expectations of the customer and the satisfaction of needs. If the expectations are fulfilled, the customer is satisfied. If they are not, he's unhappy. In order to turn satisfied customers into loyal customers, it is not enough to merely satisfy them. Expectations must be exceeded.
What are your company's strengths and weaknesses?
We will find out for you what experiences your customers have with the various products or services your company offers. This gives you a sound analysis of the strengths and weaknesses of your product portfolio, which are relevant for the strategic orientation of your company.
What is your corporate image?
We also frequently use the framework of a customer satisfaction survey to conduct an image analysis. This is particularly important for marketing so that you can compare whether your internal view matches the customer's image.
How is the commitment and loyalty to your customers?
Learn how the general mood of customers is towards your company and how loyal your customers are towards the company. For this purpose, we calculate indices that are used for both internal (departments, locations, etc.) and external (industry comparison) benchmarking. These key performance indicators (KPI) are particularly relevant for management and controlling.
How do customers rate you in comparison to your competitors?
We determine how satisfied your customers are with your competitors and which decisive satisfaction criteria play a role here.
How are your company's service criteria evaluated?
Based on various relevant service criteria, such as friendliness, speed, expertise and responsiveness to customer needs, we ask for detailed information that will help you understand your company's performance in these dimensions. Concrete recommendations for action can be derived on the basis of this information.
We advise you on B2B as well as on B2C matters
In the B2B sector, Rogator has built up specialist expertise in B2B customer surveys over the past 20 years due to our customer structure and experience in almost all industries. This begins with the consultation on the questionnaire and the communication strategy, continues with the management of numerous languages for major international projects and ends with the precise evaluation with data-based recommendations for action. Rogator also offers further options that are specifically geared to the needs of B2B companies:
- Transactional measurements using NPS methods
- Query of competitors in the survey (benchmarks)
- Contact options for participants for a subsequent, personal feedback discussion with the participant
- Creation of special analyses and reports, e.g. for individual countries, company divisions, etc.
- Option to link CRM data relevant for evaluation to the survey
B2C customer surveys are often carried out with larger samples. This is where Rogator’s expertise in the reliable sending of mass e-mails in combination with a highly available and resilient server infrastructure pays off. If samples from an online access panel are required: Rogator cooperates with all well-known panel providers, advises you on the selection of the right panel and achieves a favourable price per interview for you.
Our services at a glance
Project management and hosting
Questionnaire design and mobile optimisation
Recruitment of participants via online access panels
Evaluation and reporting
Presentation of results
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