The execution phase is all about sending out the survey to the respondents. This element comprises the following three steps:
1. Start of the survey
When sending out the survey, personal invitation emails are sent to the customers in the database, containing a link to the online questionnaire. The emails are sent from our online environment, in your name.
2. Sending a reminder
Seven days after sending out the invitation emails, we send a reminder email to the contacts who have not yet completed the questionnaire. This often gives the response rate an extra boost.
3. Closing the questionnaire
We will close the questionnaire two weeks after the invitation mail has been sent. The response received until that point will be used in the following step: the analysis. A report is then drawn up on this basis, and concrete recommendations can be made.
To analysis, reporting and concrete recommendations
Once the survey has been sent out, you have real-time insight into your customers’ experience with your company and any feedback they may have, at multiple levels. This solution is particularly suitable for B2B companies. The database containing your customers’ email addresses is vital. The responses are generally not anonymous, allowing you to work towards ‘closing the loop’. In order to monitor customer satisfaction on a daily basis, real-time on location, we offer a pedestal with tablet solution. The tablet is connected live to the questionnaire, and passers-by are requested to complete the questionnaire. The solution is particularly suitable for B2C companies that receive customers daily at their branch(es). The responses are generally anonymous.
There is also the option of sending a number of reminders yourself after this period. Our online environment provides a real-time overview of contacts who have not yet replied. You can also check the bounce percentage here. These are the invitations that have not been received due to an incorrect email address.
In overleg kunnen wij besluiten om de vragenlijst enkele dagen langer open te laten. Dit stelt ons in staat om bijvoorbeeld door middel van nabellen en extra individuele reminders, de respons een laatste boost te geven.