Conducting a customer satisfaction survey is essential to assess the customer experience delivered by your brand. A meticulously designed customer satisfaction questionnaire gives you access to your customers' real perception of your company's offer and services, but above all of the experience they have had with your brand and your teams.
Thanks to our customer satisfaction questionnaires, and the expert advice of our customer experience teams, the feelings and impressions your customers have become quantifiable and actionable. Our Customer Feedback enables you to easily identify potential pain points so that you can act quickly and effectively to restore and improve your customer satisfaction and thus increase customer loyalty.
In a context of increased digitalization, Customer Feedback is no longer limited to the in-store customer experience, although this retail customer experience remains valuable. Our agency can help you set up ad hoc questionnaires and surveys concerning your retail customer satisfaction and your omnichannel customer experience. Customer Feedback PRESENCE allows you to understand and improve your customer experience at every stage of your customer journey for all your distribution channels.
Customer experience (CX) is the main area of expertise of our marketing research institute. Our professional teams, equipped with innovative tools, share with you the keys to reading your consumer experience in order to take the full measure of your customer satisfaction.
As an expert in quantitative marketing studies, PRESENCE offers to deploy customised NPS (Net Promoter Score) questionnaires to your sales audience. The NPS survey allows you to determine the perceived quality index, but above all the customer recommendation index, a valuable KPI that highlights the real level of satisfaction of your customers who remain your best ambassadors.
In addition to these surveys, which form part of our customer feedback experience, we also measure the CSAT (Customer Satisfaction Score), an essential indicator of satisfaction with a specific product or service, and the CES (Customer Effort Score), an indicator that looks at the effort made by your customer to interact with your brand.
Our surveys are also qualitative and collect the verbatim and impressions of your customers. Your real customers are interviewed by our professional interviewers and are asked to complete a customer satisfaction questionnaire specific to your brand.
What did your customers think of the welcome they received in store? Did they get the attention they were looking for when they called your customer service? Was the process in place for their e-commerce order smooth? These are all questions that can be included in an NPS questionnaire for your next customer satisfaction survey.
From the drafting of the customer satisfaction questionnaire to the conduct of the interviews and the analysis of the results, our team puts its 360° expertise of retail and onmichannel customer experience at your service.
The answers of your customers allow you to draw up an inventory of your best practices as well as your levers for improvement for each of your distribution channels. Thanks to the customer satisfaction barometer that has been set up and the sound advice of our teams for your strategic and operational action plans, you can be sure that you are acting on the real sources of improvement in your customer satisfaction.
Our leading quantitative and qualitative marketing research group supports you in all your ad hoc surveys related to customer satisfaction.
PRESENCE is the TOPO group's reference entity for excellence in customer experience and relations. Our teams offer you a methodology and a range of innovative tools tailored to your strategic needs. Telephone surveys, online satisfaction questionnaires, face-to-face interviews or panel discussion are all solutions that can be adapted to your company.
Whether you want to ensure the success of a new product, gather data on brand awareness and image, or determine the habits and expectations of your customers throughout the life of your business, the Topo Group can help you achieve excellence and delight in customer experience.
Would you like to get in touch with our firm? Use the form on our website or call our offices in Paris or Villeneuve d'Ascq.