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We specialise in employee engagement surveys, 360 degree feedback and customer satisfaction surveys, mainly for UK based clients, but with international fieldwork and data collection capability.

Our methods include quantitative online, telephone, face-to-face and postal surveys, as well as focus groups and depth interviews.

We also provide post research consultancy, action planning, implementation and change management support.

Education/Training, Energy, Finance/Investment – Business, Food, Government/Local Authority, Healthcare, Legal, Retail, Transportation, Wellness/Fitness
Consultancy, Group Discussions/Focus Groups, Mobile Web Surveys, Online Results and Data Portals, Online Surveys, Postal Research, Qualitative, Quantitative, Questionnaire Design, Report Writing
Analytics, Behavioural Analysis, Business-to-Business, Consumer, Customer Loyalty, Customer Satisfaction, Data Analytics, Employee Research, International, Multi-Mode Fieldwork
Senior Contacts

Sarah Brooke (Associate Director)
Ajay Mistry (Associate Director)
Colin Wheeler (Managing Director)

Breakdown of Personnel

Total Number of Employees: 11 to 20

Address

Harlequin House
7 High Street
Teddington
Middlesex
TW11 8EE
Tel: +44 (0)20 8943 1445
Email: enquiries@surveysolutions.co.uk
Establishment date: 1993

Creating Customer Experience Surveys

A clear focus when planning any customer project is vital.

Here are just some of the important questions that you need to consider in a typical customer experience feedback programme:

What do you want to measure?

  • What is important to your customers?
  • Why do they choose your brand/company/organisation?
  • Are these factors already reflected in business values and goals?
  • What are the critical Key Performance Indicators on which you will judge performance?

Who needs the customer feedback?

  • Are you building a general and central customer survey programme for marketing planning?
  • Are you looking to get feedback down the line to front line managers as quickly as possible?
  • What will senior management need, to keep their finger on the pulse of customers?

What’s the best way to find out what we want to know?

  • What interview method will be most convenient for your customers?
  • What depth of questioning is needed?
  • Can the feedback be effectively gathered via an online self-completion survey or will skilled interviewers be needed?
  • What is the timescale for completion of the feedback?
  • What frequency of feedback is required?

When do you need the results?

  • How will the voice of the customer fit in with your business planning cycle?
  • How quickly can we implement change?

How do you want to present the results?

  • How can we use the results to engage management teams in action planning to improve the customer experience?
  • How widely dispersed are the teams and managers that will ACT on the research results?
  • Should results be presented personally, by sending out reports, or by accessing information and feedback portals?

“We are seeing an improvement in employee retention driven out of improving engagement levels. The survey outputs have given us a clear focus on what we must get better at to make our teams happier and therefore more productive. The action planning process that we now use is accepted as a normal part of our day and keeps everyone's focus on our goals. They (Survey Solutions) are a truly great team! Flexible, passionate about what they do, happy to help with any last-minute change or query.  I’d highly recommend them". Majestic Wine

"Survey Solutions have proved themselves to be more than just a robust delivery channel for survey provision. They have become a dependable partner for the Nuffield Health organisation. They offer a valuable sounding board for bouncing ideas and sharing best practice, the result being a product now integrated deep in the fabric of our culture, shaped to the exacting needs of our stakeholders and to our bespoke business plans. I can only highly commend the team at Survey Solutions for their personable approach and their attention to each and every detail of the research process."  Nuffield Health 

"The reaction to the systems has been very positive, with quite a number of comments about the logical sequencing and ease of use. The workflow element of the systems has also aided efficiency, with good visibility of process status for both users and system administrators. With the support of Survey Solutions we now have a reliable software platform that allows managers and appraisees to focus on the quality of the performance discussion. The Survey Solutions team have always been very good at working in partnership with Infinis. They have proved responsive to our requests, clear in terms of project planning and delivery, and very supportive to our post-implementation service requirements." Infinis

"We have worked with the team on our last two Employee Opinion Surveys and feel we have found an ideal, long-term partner in Survey Solutions.  The project team took the time to really understand the nature of our business  and sector, as well as the goals we had for the survey project, and suggested a number of improvements we might have otherwise overlooked.The reports and analysis provided were outstanding tools that allowed us to drill down and identify the most compelling issues for us to target in the coming year." Port Of London Authority 

"Working with Survey Solutions to deliver BMiSay has been a seamless experience. We have been thoroughly impressed with the professional manner in which the project was run and the quality of the data has given us a much deeper insight into what we are doing well as an organisation and what we can be doing better. This allows us an opportunity to really get under the skin of the issues that affect the engagement of our staff." BMI Healthcare 

"Once again Survey Solutions provided a brilliant service, put me the customer first and delivered on time without any fuss. Our scores have increased and people are feeling more involved across the business and taking ownership for engagement. When we started this journey on engagement, people were sceptical about anonymity, but after the first year the proof was there that Survey Solutions protected everyone's views and scores with complete confidence and the value was added right there in the trust that was built. Fantastic Service - many thanks for making my life easy." Canopius  

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