Customer Satisfaction Surveys
Structured surveys of your actual customers, designed to produce a number you can act on rather than one you can only report.
Mystery shopping tells you what happened. A satisfaction survey tells you how your customers felt about it. Run together, the two answer a question neither answers alone: which of the things we do badly do customers actually care about.
Most satisfaction programmes fail at the questionnaire, not the fieldwork. A survey that asks fourteen agree/disagree statements produces fourteen numbers that all move together and tell you nothing. We write shorter instruments with fewer, sharper questions and at least one open response, because the verbatim is usually where the finding is.
Fieldwork runs by the channel that fits your customer: intercept at the point of service, SMS or email after a transaction, or telephone where the customer base skews away from digital. Response rate and sample composition are reported alongside the score, so you know how much weight the number can carry.
Where you already run NPS or a CSAT programme, we will benchmark against it rather than replace it. A new metric that resets your trend line is a cost, not a finding.
The criteria, before we start.
Written against your own service standard, weighted with you, and agreed in writing before any fieldwork is commissioned.
Stages, with the time each one actually takes.
Define the question
1 week
We agree what decision the survey is meant to inform. That determines the instrument, not the other way round.
Write and pilot the instrument
1–2 weeks
Questions are drafted in English and Arabic, piloted on a small sample, and cut until every remaining question earns its place.
Fieldwork
2–4 weeks
Intercept, digital or telephone, by whichever channel reaches your customers rather than whichever is cheapest.
Analysis and report
1–2 weeks
Scores by segment and location, driver analysis where the sample supports it, and the verbatims coded and quoted.
What you receive.
- Topline scores with sample size and response rate stated
- Breakdown by location, segment and market
- Driver analysis where sample size supports it, and a clear statement where it does not
- Coded verbatim responses with representative quotations
- Comparison against your previous wave or existing metric
Where this service does the most work.
Questions we are actually asked.
It depends on how you intend to cut the data. A single national number needs far fewer responses than a comparison between twelve branches. We size the sample against the smallest group you want to report on, and we tell you when a cut is too small to publish.
In Qatar, yes — and not as a translation of the English. Questions are written to carry the same meaning in both languages, then piloted separately, because a question that reads naturally in English can read as leading in Arabic.
It usually should not. Resetting a trend line costs you the comparison you have already paid for. We benchmark against your existing metric and add the diagnostic questions it is missing.
By controlling the invitation. Where staff hand out the survey, scores rise and the data stops being usable. Post-transaction contact from your own system, or independent intercept, keeps the sample honest.
Three fields.
Tell us roughly what you need and a person will reply. No form-fill sequence, no drip campaign.
Let's elevate your customer experience
Ready to uncover the truth about your customer experience? Our team is ready to design a fully customized program tailored to your operational goals, customer journey, and business objectives.