What Your Customers Say

Exit polls are one of the most effective tools to find out true customer opinions, providing first hand customer reactions, taken within minutes of the sales experience. The questionnaires we use are totally bespoke. Our clients are able to select which questions they would like to use, perhaps based on current training / customer care initiatives or area / store manager requirements. Customers can be targeted by profile, by purchasers / non purchasers or can be selected completely at random for a true cross section.

Focus groups are a useful tool to find out how others really feel about your brand and the products and services you offer them. Focus Groups throw light on the areas where you excel as a business, so you can build on this and ensure customer loyalty by constantly understanding their changing needs and desires. They also draw attention to those areas where you are failing to meet customer expectations and perhaps explain the reasons they may turn to your competitors instead.

Surveys are a great way to find out what your customers really think. They allow you to identify the areas that are truly important to customers, measuring levels of customer satisfaction and particularly giving a forum for smaller issues to be raised which would not usually be brought to your attention. Customers want their opinions to be heard and by asking for their feedback, retailers and service providers show that the customer experience is of utmost important to them.

However, running such a scheme in house can be a drain on time and manpower resources. Amber Arch will work with you to devise a survey which examines the elements most important to you at that time. We supply links to our online portal which customers can be directed to through mailing list emails, pop ups on your website or even URLs which you can print on your receipts. The instant a customer completes a survey, the results are ready for you to view online, so you can be sure to have completely up to date figures at your fingertips. You find out what you need to know, when you need to know it.

We have the experience to advise you on ways to encourage more customer responses as well as the systems to cap the numbers received where necessary, ensuring that your market research budget is used to the best effect.

Results can be accessed 24/7 though our online portal and our comprehensive reporting software allows easy analysis of results, question by question, store by store, region by region, all at the click of a mouse. Trends are easy to identify, allowing clear analysis of your strengths and areas for improvement.

The quality of service delivered to customers is often very closely related to the job satisfaction of employees; if employees are not happy in their working life, external customers will never be uppermost in their minds. At Amber Arch we are able to manage confidential staff satisfaction surveys in order to establish the thoughts and feelings of your internal public.

As when looking at external customer surveys, all results are available online 24/7 and are completely up to the minute, meaning the moment a member of staff completes a survey, the figures are completely updated.