Customer Satisfaction

For companies committed to continual service improvement, Cognisant offer a range of service performance research methods designed to meet our client’s customer type and budget. We are able to run surveys from a dozen telephone interviews right up to thousands of on-line survey forms.

Telephone or face-to-face surveys

These methodologies lend themselves to more focused feedback, targeting fewer clients and gathering more qualitative data.

We have a calling capacity capable of delivering projects requiring thousands of interviews, such as one involving over 2400 telephone interviews with training managers across the UK, delivered in five weeks.
We also have an experienced fieldwork team which has delivered over 3000 doorstep interviews in less than a month. Where necessary we use multi-lingual fieldworkers to improve response rates.

Paper based surveys
We offer a full service from questionnaire design through to analysis and reporting. Our approach, from question design to following up mailings, is focussed on maximising participation.

On-line surveys
This type of survey is developed in partnership with our clients in order to map the service your customers receive.

Starting from ordering through to delivery and completion, respondents are asked to score different aspects of their customer experience. In this way you would be able to understand where you perform well and where you could improve. For example, it is one thing to deliver a very high quality product, but quite another to deliver it late.

Cognisant partnership working

Once the project has been agreed we will work with you to:

Identify the sample frame: selecting which of your customers it is most appropriate to survey.

Questionnaire design: understanding the language to use and the questions that need to be asked, not just the questions that want to be asked.

Maximising participation: the relationship you have with your customers is critical to maximising response, but only if they believe their participation is meaningful. Cognisant Research is the honest broker between you and your clients, but our ability to understand their feedback can only come from a healthy response. We understand that their relationship is with you, so your role in driving participation through endorsing the project is invaluable.

Reporting: following data collection, Cognisant will produce a summary report, setting out the method, key metrics (i.e. number of invitations sent out, response rate, date survey was open, etc.), data tables and conclusions – answering the “So what?” question.

To gain insights into what your customers think of your organisation, contact Cognisant Research today.