A Primer on Reliability and Utility of Customer Survey Solutions
retailciooutlook

A Primer on Reliability and Utility of Customer Survey Solutions

By Retail CIO Outlook | Tuesday, May 28, 2019

FREMONT, CA: In the fast world of connectivity, customers have a splayed out panorama of options and opportunities. Everything is available at the click of a mouse or the swipe of a finger on e-commerce websites. The vast number of choices available has enabled a shift of power from the hands of firms to that of customers. The same has made it imperative for businesses to build loyalty; to create a relationship with their buyers, companies need to do much more than just providing products and services. They need to provide a convenient and pleasant experience which necessitates knowing the customer well. This has led to a rise in demand for customer survey solutions among the companies involved in industries like retail and food.    

Customer survey solutions can be instrumental in providing insights into the customers’ psyche. It employs direct feedback from customers to evaluate what their needs and preferences are. These feedbacks take into consideration a range of factors like quality, pricing, loyalty programs, and customer services. Analyzing these allows businesses to gain perspective. In the absence of customer survey solutions, companies have to depend on manually done surveys which are very limited in their scope, which means the companies have to base their strategies on intuitive factors. Customer survey solutions, with their systematic approach, enables a data-oriented view which is much more accurate. The surveys can consider the preferences of each customer and not just a few, selected ones.

These customer survey solutions are provided by companies which are involved in delivering Point of Sales(POS) or retail and restaurant management services by using software programs. The survey software is designed, according to the client requirements. Sometimes they involve simple questions asked to the customers at checkout, while sometimes they include emails with a few queries and specially designed kiosks to allow customers to give feedbacks conveniently. All of this generates data which helps companies in understating the customer behavior.

Continually improving the business and innovating to stay relevant is vital to surviving the competition today. Customer survey solutions can empower the companies to take the right decisions about these developments. The data-based approach can create a level playing field for companies of all sizes and increase their functionality substantially. 

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