Customer Surveys

At Scantron Survey Services, we know that customer loyalty is the true test of customer satisfaction. Even when satisfaction scores tend to be high, many so called satisfied customers go elsewhere for services. In some cases, over 60% of defectors were "satisfied" or "very satisfied".

Scantron offers a number of Customer Surveys:

• Satisfaction/Loyalty/Defection
• Performance Guarantee
• Product Specific/Transaction-Based
• Data Collection

Measures of Loyalty

Customer Loyalty measurements can be grouped into three major categories: Intent to Repurchase, Share of Wallet, and Referrals/Endorsements.

Why are loyal customers more profitable?

• New customers cost money to attract
• Customers buy more as they become regulars
• They cost less to service as they learn about your products and services
• They refer new customers
• They will even pay a price premium!

Satisfaction and Loyalty

A customer satisfaction measurement program should flow from and be embedded into every aspect of the corporate culture from the managers to employees. Only when the program is a process and continually changing, evolving and feeding new customer input into the organization will its benefits be realized. Scantron's customer survey solutions provide on-going tracking and early warning systems.

We measure what matters:

• Image/Awareness
• Attitudes
• Expectations
• Satisfaction
• Repurchase Intent
• Referral/Endorsement
• Loyalty/Share of Wallet

Customized customer satisfaction and loyalty survey programs will provide the information needed to:

• Compete effectively for your best customers
• Provide more value than the competition
• Identify various attributes that lead to increased satisfaction, loyalty and retention
• Identify trends in customer and employee satisfaction ratings
• Ensure a customer's long-term support
• Establish a "customer-driven" culture

Scantron Survey Services conducts more than 2 million customer satisfaction surveys each year with Fortune 500 and financial services organizations.

Performance Guarantee

Benefit service providers for large employers need to be more accountable to keep their business. Increasingly, the large employers are raising the bar and requiring benefit service providers to document performance in areas of service, satisfaction and quality of care. Employers now hold benefits vendors accountable, with sizable penalties for unsatisfactory performance. With Scantron's vast experience in data collection and measurement programs, we can design a customized survey program to help organizations measure, assess and improve areas of customer service, satisfaction and quality of care.

Product Specific/Transaction Based

Scantron is experienced in creating a product specific or transaction-based survey programs to help measure, assess and improve customer service. Whether surveying satisfaction of service (call center or in-person) or products (new or closed accounts), Scantron works to design the most efficient tool for cost-effective on-going measurement.

Data Collection

Scantron is synonymous with accurate, automated data collection. In addition managing full-service surveys, Scantron can print, distribute and process credit card applications, membership application forms and survey tabulation for other market research organizations. Data and images are returned in electronic format via secured servers.