At The Message Centre, we offer a range of both voice and email based Customer Satisfaction Surveys. Our processes rely on data capture and reporting the information in a succinct and helpful way.

Customer Satisfaction

Customer satisfaction is a measure of how products and services supplied by your company meet or surpass customer expectations.  Survey results and customer data are then used to train employees and form strategies to better fulfill your customers’ expectations.

Customer satisfaction plays an important role within any business.  Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue, it is also a key point of differentiation that helps you to attract new customers in competitive business environments.

Our system is fully capable of delivering and managing Net Promoter Scores (NPS), through our Live Answer and Customer Support Services.

Market Research

To ensure that your business is always ahead of the game, market research is key. We will generate rich business data for you via our professional market research and survey data collation service.

Armed with all the relevant information about your customer base, you can enjoy a better understanding of their desires and needs, giving you an edge over the competition and contributing to the growth of your business.

We carry out market research via:

  • Surveys
  • Customer analysis
  • Product research
  • Business statistics

Depending on the nature of your business, we’ll tailor our market research practices to suit your specific requirements. This will ensure that you get the exact information you need and will cut through any superfluous content.

When we contact your customers, our team will carry out surveys to gauge their satisfaction with your services, and we’ll customise these questions accordingly.

The information recorded will relate to:

  • Customer satisfaction with a service you provide
  • Customer satisfaction with regards to a specific staff member or franchisee
  • Follow-up contact after a service request has been made
  • Customer response towards the procedure of logging a request – whether that be online or via telephone

Once we have collected this information, we’ll generate professional reports for your team. These reports will show you exactly what your customers have said about your business so you can effectively identify areas for improvement.