Direct Customer Feedback Surveys

The Voice of the Customer: Are You Listening?

SG Marketing and Market Force Information believe that every multi-location business should have the full 360º view of their customer experience. Obtaining feedback directly from your customers about their experience with your brand is a crucial aspect of that holistic view and key to driving real improvement. As a part of our OnSight evaluations we offer a range of solutions that capture your customers’ feedback, choices, satisfaction and perceptions. Through web-based and Interactive Voice Response (IVR) surveys, as well as intercept interviews and Computer Assisted Telephone Interviewing (CATI), we reach your customers much closer to their point of contact with your brand than other customer feedback methodologies. Our expertise allows us to design turnkey programs with high response rates that address your most important questions with actionable insights.

  • Available to customers 24 hours a day, seven days a week
  • Sophisticated fraud detection/protection
  • Supports multiple languages
  • Supports a variety of question types, advanced branching and skip logic
  • Expertise in driving response rates through methods such as bounce-back programs and sweepstakes

Discover

  • Reasons behind customer choices, including brand selection, items purchased, etc.
  • Customer satisfaction with overall on-site experience, including likelihood of returning and/or recommending to others
  • Customer perception of specific operational areas, such as staff knowledge, customer service and site cleanliness
  • Specific problems or customer complaints and the degree to which they were resolved
  • Customer habits and buying patterns, including frequency of visiting, brands selected and brand differentiators in guest choices
  • Actual customer experience versus expectations
  • Recall of promotional programs and displays

So You Can

  • Develop effective strategies to improve areas where customers’ expectations are not being met and leverage areas of strength
  • Immediately respond to customers’ problems or complaints through either personal communication or the development of strategies to address root causes of dissatisfaction
  • Guide strategic decisions such as changes to product offerings and store layout

Industries Served