Q Why should I measure customer satisfaction?
Q What does the Ibace product offer?
Q I’d rather not release my customer email addresses to you
Q Where are the responses to my survey sent?
Q Can the survey be branded with my company logo?
Q Do respondents have to answer each question in the survey?
Q Can a respondent fill in a survey more than once?
Q What response rate should I expect?
 
Q Why should I measure customer satisfaction? go to top of page
A The short answer is because having satisfied customers will make you money. Customer satisfaction has been shown to link to customer retention and commitment. The cost of customer acquisition (estimated 5-20 times more expensive than retaining a customer) speaks for itself. Beyond this it has been shown that long-term customers show beneficial behaviours such as complaining less and returning goods less. Committed customers recommend you, buy more products, buy more often and shop around less. In order to drive up your levels of customer satisfaction, you must monitor what’s important to them and where you are performing well or poorly in order to target improvements effectively. The only reliable way to do this is with a customer satisfaction measurement survey
Q What does the Ibace product offer? go to top of page
A The whole reason for measuring customer satisfaction is so that you can manage it. Its often said that you can’t manage what you don’t measure. And managing customer satisfaction means that you make strategic business decisions based on the results and effect continual improvement. Therefore, the Ibace solution provides you with 2 customer satisfaction surveys per annum to be taken at 6 monthly intervals. This means that you can compare your results between surveys and measure your improvement
Q I’d rather not release my customer email addresses to you go to top of page
A Not a problem – you have to option to unload you customer data yourself avoiding the necessity of sending it to us.
Q Where are the responses to my survey sent? go to top of page
A Responses to your survey are sent to our dedicated servers when a respondent submits a survey
Q Can the survey be branded with my company logo? go to top of page
A Yes, simply send us your company logo in gif format (360 x 60 pixels)
Q Do respondents have to answer each question in the survey? go to top of page
A Yes, if respondents do not answer a question, they are unable to move to the next page of the survey or to submit their answers. If they are unsure of their answer, there is an “n/a” option available. The only exception to this is where a text box exists for comments.
Q Can a respondent fill in a survey more than once? go to top of page
A No. Each email invitation has a unique key which can only be used once the results of the survey have been submitted.
Q What response rate should I expect? go to top of page
A Response rates vary greatly dependent on your type of customers and their level of involvement with you. The invitation process is designed to maximise the response rate. Once the initial invitation has been issued, a reminder email is sent one week later. The text of the emails stress the importance of gathering feedback in order to improve products and services provided. Typically, an electronic survey should yield a 30% to 50% response rate.