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Case Studies

Challenge:

UrbanFitness is a nationwide company specializing in fitness equipment rental and sales. The company’s main business has been in providing a wide range of equipment to health clubs and gyms. However, the company has also began providing more affordable equipment for home and small organization use. The company wanted to know if home equipment owners were as satisfied by health club users. Surveyonics was chosen to design and analyze a survey to gain information on customer satisfaction.

Input Concerns:

Customer satisfaction surveys have to be designed carefully to gain useful information for a company. Questions posed to customers have to address different aspects of quality: How long have you had an UrbanFitness exercise machine? Does the exercise machine meet your expectation? Answers offered to customers have to be on a graded scale ranging from dissatisfaction to satisfaction. An important concern is to make sure that all customers are given a ‘neutral’ option if they are unsure. This will eliminate customers choosing a response that does not reflect their experience

Output Concerns:

UrbanFitness’ main output concern is capturing customer experiences in a short survey. Analyzing survey results required careful analysis of three main quality factors: ease of use, durability, and reliability.

Solution:

Surveyonics designed a customer satisfaction survey for UrbanFitness. The survey was analyzed and the results detailed in an internal report to be distributed to all departments at the company. Since the company entered the home fitness market recently, the results of the survey represented the first line of feedback from customers.

Result :

One hundred and twenty five (125) UrbanFitness customers from across the nation completed the online customer satisfaction survey. These were the surveys that were both complete and from home equipment customers. From the results, the company was able to address the issue of ease of use that was identified by over 30% of customers. UrbanFitness also learned that customers would recommend the company’s products and services to their friends and families.

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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.