Customer Satisfaction Surveys

Satisfaction is Success

Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and play a vital role in measuring, managing and improving customer loyalty.

From quick tactical surveys to strategic feedback programs, our surveys give you a fast, cost-effective method to gain insights and help you shape your strategies for the future.

Our customer satisfaction surveys become even more powerful when combined with our mystery shop programs to drive clear change in your business.

Survey Data

Understanding Experiences

Identify the critical touch points that drive customer satisfaction along with any areas that require focus and improvement

Continous Feedback

Our surveys provide feedback on your business and location seven days a week - empowering managers throughout your business to work with their teams to ensure they are delivery the best experience with continuous real-time insight and learning.

Analyse & Action

The our extensive reporting siute, tailored access to you and your individual needs, you can access your results in real time and gain detailed feedback that can be quickly actioned.

Service Recovery

When things go wrong, a company's reputation may rest on how they deal with the situation. Through our Isolate® platform and service recovery alert triggers, you can quickly identify customer's who have had a negative experience and complete customer recovery procedures - turning potential detractors of your business into a positive promoter.

Let your customers be your voice

When customers have something positive to say about their experience, you want them to shout it from the rooftops and tell all of their friends and family. Shared Insight has developed Amplify® to help your customers to do just that.

Greater
Customer Loyalty

Increased
Brand Advocacy

Improved
Transaction Values

Amplify®

Word of mouth has always been the most powerful form of advertising and social media now accelerates how quickly word of mouth spreads.

Let your customers be your voice

When customers have something positive to say about their experience, you want them to shout it from the rooftops and tell all of their friends and family. Shared Insight has developed Amplify to help your customers to do just that.

Based on the answers given in a customer satisfaction survey, Amplify will identify customers who will be your biggest brand advocates and invite them to share their positive brand experiences with their friends and family directly on sites such as Facebook and Yelp.

Not only does Amplify give your customers this opportunity to share their excitement about your brand, it helps to build a stronger bond with your customers by involving them in social conversations.

Isolate®

Isolate is a platform developed by Shared Insight to empower location teams to quickly react to issues highlighted through customer feedback surveys.

Isolate and implement

Our Isolate platform will identify customers who have had a poor experience or those who saw anything that requires urgent attention. Customers are then given the opportunity to provide additional detail around the areas of their concern and where appropriate, request a response from the location.

Details of the specific issue will be sent directly to the location ready for the location manager to review and implement appropriate service recovery measures with the customer.

All issues are logged and accessed via the Clarity® platform in our case management software. This enables locations, area managers and head office teams to see issues as they arise and monitor how they are dealt with, as well as provide logged and trackable methods of communication with the customers.

All data collected is used on the Clarity® platform to create a number of reports that can be tracked and trended over time to identify key areas of improvement.

Our solutions

Our programs have a proven track record of driving positive change in our client's businesses and improving not only the customers experience but also increasing their likelihood to recommend the places they visit.
Partner with our team of Customer Experience experts to develop the perfect measurement program for your business.

Mystery Shopping

Our bespoke Mystery Shopping programs have a proven track record of driving positive change in our client's businesses. Our programs measure your customers' operational and experiential journey across the entire business, to help understand how your locations are delivering against your brand promise.

Learn more about Mystery Shopping

Customer Satisfaction Surveys

Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and play a key role in measuring, managing and improving customer loyalty.

Learn more about Customer Satisfaction Surveys

Audits

Compliance audits are a vital part of every organization's quality control effort and provide accurate intelligence from the field to provide a detailed account of unit-level execution of non-negotiable brand standards and execution of promotional programs.

Learn more about Audits

Employee Surveys

Your employees are the people who have the greatest ability to impact what your customers think and feel about your business. Connect & engage with your teams, and drive exceptional customer experiences.

Learn more about Employee Surveys

Advanced Reporting & Analytics

In a world consumed by data, it’s easy to get lost in the numbers. Our analysts take all of the feedback we collect and uncover what really matters most to your customers and deliver meaningful and actionable insights.

Learn more about Advanced Reporting & Analytics

Ad-hoc Surveys and Mystery Visits

Ad Hoc Surveys & Mystery Shops​ can reveal valuable information about newly launched products or promotions or to get a current temperature check on certain aspects of your business.

Learn more about Ad-hoc solutions