Client Satisfaction Survey Case Study - Document Shredding Company - Free Survey Case Studies from -Surveyonics.com

Case Studies

Challenge:

APTN Services is document shredding company with offices in over 20 major cities. The company lagged behind in collecting information on their clients. Specifically, the company does not have information on client service-purchasing patterns. If a company had only used one type of service for over 5 years, APTN had no information or feedback on whether they were aware of other services. The company selected Surveyonics for its user-friendly interface and experience with business-to-business information collection. APTN commissioned APTN to survey previous and current clients to improve their business intelligence platforms and, ultimately, their customer service.

Input Concerns:

A busy company can find itself facing serious gaps in information gathering. The challenge for APTN executives is determining how much of their wide range of services their clients are aware of. They needed help with asking their clients the right questions. The challenge for Surveyonics is to find out: What questions do you ask clients about APTN services? How many questions do you include in the survey? How do you maintain client confidentiality? Do you include questions about customer satisfaction in the survey to increase its value?

Output Concerns:

With hundreds of clients, both past and present, APTN has a number of output concerns. Do you limit questions to whether clients are familiar with a particular service? How will you analyze open-ended answers about company service quality? How will you address open-ended answers about customer satisfaction?

Solution:

Surveyonics created a survey for APTN to be used mainly through the marketing department. The developed survey had a feature specially developed for APTN. This feature was designed to gain information about three distinct service offerings to:

Analyze current service used by customers and their satisfaction

Analyze knowledge about services not used by customers

Explore service quality requirements that would encourage customers to use them.

Result:

APTN Services was very pleased with the survey created by Surveyonics. The company is now aware of how satisfied customers are with services. Company executives also have better insights into how much clients know about APTN’s diverse offerings. This has wide implications for both customer satisfaction and marketing strategy. Current customers are more likely to expand their business with the company if they are aware of its products and services. Surveyonics’ survey provided information necessary for these insights.



Survey Features
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	User-friendly survey creation Surveyonics online survey software gives you the freedom to create, analyze, and publish surveys in minutes. Use existing survey templates or create fresh surveys.
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	Choose how users can respond to your Survey questions Define responses as single correct option, multiple correct options, text boxes, priority lists and various other formats.
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	Popularize your Surveys Allow more and more users and friends participate in your survey. Easy sharing tools from Surveyonics help you link your surveys with your social network profiles.
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	See results as they pour in Instantly view all the responses to your surveys in real-time. Surveyonics guarantees speedy reporting and uninterrupted reporting.
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	Customize Result Report Smart survey result reports from Surveyonics help you to apply various filters and parameters to your reports.