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Monitoring of Customer Expectations

Online surveys allow you to collect honest feedback quickly and turn it into specific guidelines for further product development, customer service, or the marketing team’s work.

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Customer satisfaction is the basis for good long-term cooperation. It is an optimistic variant. Suppose a company knows how to ensure customer satisfaction and maintain it at a high level over time. In that case, it may undoubtedly have the bordering conviction that not only will it not leave the competition, but it also will be the best brand ambassador, praising its products and services among family and friends.

The pessimistic one is much worse. A dissatisfied customer will not only start looking for the competition but will also be much more likely to express negative opinions about the brand than in the case of its promoters.

Monitoring Customer Expectations

Therefore, research on customer expectations is the basis of customer experience (CX) analysis. Online surveys allow you to collect honest feedback quickly and turn it into specific guidelines for further product development, customer service, or the marketing team’s work.

Customer Expectations Survey – Template Example:

The customer expectation survey will vary by industry. Some assumptions, however, remain the same. We are interested in particulars, so let’s ask simply and understandably. Also, let’s not take the client more time than necessary. The longer the test is, the less chance there will be a high fill rate. Examples of questions in the customer expectations survey:

  • Does the product meet your data analysis expectations?
  • Does the product meet your reporting expectations?
  • Does the product meet your knowledge-sharing expectations?

Note: Respondents respond on a five-point scale, from below expectations to above expectations.

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After many recommendations, we tested Startquestion, wich turned out to be easy to use and flexible survey software. We appreaciate high quality, reaction time and patience of customer support team. Startquestion helps us in many feedback related use cases and we see more users and departments actively using it for their purposes.

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Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland

Startquestion allowed us to guarantee the anonymity of the survey to our employees. The ability to automatically send reminders to complete the study helped us collect the results – without them, we would certainly not have achieved such a high response rate.

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Sebastian Srebnicki

Project Manager at Innogy

The key to the Voice of Customer project’s success is integrating the client’s internal systems with the online research software. The first experience with the system was so encouraging that Medicover Poland decided to transfer all the conducted research to the Startquestion platform.

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Beata Dąbrowska

Coordinator of Market Research and Analysis at Medicover Poland