Enghouse Survey Management is a Consulting Practice that enables the implementation of comprehensive survey capabilities quickly and easily across the organization for continuous use, or just for a specific one-off requirement.
Enghouse Survey Management can be deployed within your organization or can be accessed on a service bureau basis, providing your organization with the utmost operational flexibility. As a consulting practice, Survey Management combines software and services to enable your organization to develop and refine integrated solution that can engage with customers, employees, and constituents across multi-channel touchpoints.
Organizations should regularly survey customers to find out how they feel about the company, its products, services, and prices. It’s an efficient way to gather first-party customer data and to understand, on an individual as well as an aggregated basis, customer and employee expectations, their needs, overall perceptions, what increases or negatively impacts their experience (satisfaction) and helps identify areas for improvement or enhancement. With the rapid transition to online for everything, surveys are more important than ever to make sure organizations deliver what customers expect, the way they expect it.
Listening to your customers is crucial to satisfying their needs. Organizations should survey customers to find out how they feel about what the company offers, and how it supports its products and services, along with their willingness to recommend your organization to others.
When customers are open to sharing their insights and perceptions, their level of engagement is high. More engagement increases the probability of higher loyalty.
Complement unsolicited feedback from customer conversations from every touchpoint along the customer journey with targeted/detailed questions can provide valuable insight into your product design, features and functionality, and the value it delivers. This insight can help refine/evolve existing products and identify new product and service opportunities.
With the upcoming demise of 3rd-party cookies, data gathering is set to become more difficult and less comprehensive. Surveying your customer base will help fill in those gaps and facilitates the development of prospect data as well.
Gathering operational feedback at different points in time will allow you to compare data from year over year to see if and what adjustments are needed, and if previously made implemented changes had a positive impact.