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Intl: +44 1404 44004
UK: 0800 195 0506
UK: 0800 195 0506
"As direct sales manager, my strategy has been closely aligned with the BPA approach, importance of call quality and sales through service. By creating a culture of offering the best service consistently, we have continually increased our direct sales year on year."
— Director of Sales, South African Airways
Customer Satisfaction Surveying
Would you like to hear the ‘voice of the customer’, directly from your customers?
Innovative telephone and online customer satisfaction surveys, with real-time insight into what your customers really think about your organisation and your services.
From single markets to multi-lingual global projects (we have over 40 languages, across 5 continents in-house) we provide you with instant and actionable customer feedback to keep your finger on the pulse of your customers experience.
Clients partner with BPA Quality to deliver their Customer Survey Programmes because they want to:
- benchmark multiple markets in different languages
- evaluate brand perception
- ensure customers who are still in the market are contacted again
- measure the impact that service changes would bring
- track satisfaction
- ensure cases / complaints have been closed to satisfaction
- evaluate the buy-again potential
- measure the extent of brand recommendation/ambassadorship
Satisfaction surveys: a professional and expert BPA Quality interviewer takes the respondent through the interview, recording their responses and comments. This method allows more control over the sample distribution and participation of respondents compared to self-fill methods.
Complaint surveys: BPA Quality works with your Teams to improve the complaints process, investigating the root causes of dissatisfaction and helping you to improve your retention, loyalty and overall profitability.
Web-based surveys: your customers complete an online survey directly into our secure website giving you real-time data on their experience. Our in-house software development division will customize the survey completely to your requirements including a full reporting suite, your corporate logos and colours.
All telephone interviews are conducted by our in-house Client Research Division, with full recording capability and certified to ISO9001 quality management standard. Our unique setup and dynamic operating model means you benefit from very fast turnaround times and unmatched flexibility to keep up with the changing needs of your businesses.
We securely import and integrate respondent data from Client systems and feed the results back to you via our industry leading, BPA Quality Builder dedicated Client website. Thanks to our compliance with the most stringent information security regulations, we also carry out surveys directly into Clients CRM systems.
For a free, no obligation consultation, contact us today!