Online Customer Surveys

Periodic online customer surveys of satisfaction and customer loyalty surveys are critical to the ongoing success of an organization. Typically, the selected survey methodology is determined by the availability and quality of the customer-provided records list and the anticipated response rate using online customer surveys. If email addresses are available for a high percentage of survey participants, an online customer survey can be a highly efficient method of delivering actionable feedback.

List Management and Online Customer Surveys

Amplitude's professional staff can provide comprehensive management of customer records lists including ongoing de-duping and cleaning services. We can also advise on sampling options, including selection by our statistical staff of a representative sample group, and monitoring of completion rates in the field for any needed sample adjustments. We have over nine years of experience administering all types of online research surveys.

Our research professionals work with each client to write a custom research questionnaire, utilizing a scientifically valid and reliable survey design, to address the research objectives of the survey project. This can include drafting of an online customer survey from scratch, or reviewing our client's draft version. Given our ongoing involvement and years of experience in questionnaire design, this phase of the survey process can be completed very efficiently in terms of cost and timing. Online customer surveys can be created in as little as 48 hours.

One of the most important phases of the survey administration process is the sending of properly designed emails to customers. This includes selection of an effective subject line, with well-written email content and a professional layout. We are experts in the design and drafting of communications for online customer surveys, and typically provide this service at no additional charge as part of our online survey services. Our services also include distribution of survey invitations and reminder notices, collection of undeliverable emails, maintenance of an unsubscribe link and file of hard bounce-backs, and technical support for survey participants.

We are highly skilled in the programming and administration of online customer surveys. Our software features over 50 different question formats, many of which are designed to enhance response and completion rates for online customer surveys. Examples include advanced skip logic, piping of responses, 2,000 character text boxes and, most importantly, variable inserts of customer-specific survey information from pre-populated fields in our database.

All online customer surveys include delivery of an Excel or SPSS data file, top-line report with bar charts of frequencies, means, medians, and standard deviations, and fully collated text responses.

For an additional fee, our professional staff can provide comprehensive data analysis with a summary or full written report of findings delivered in PowerPoint or Word format. Written reports can cover a variety of topics including identification of key areas correlated with customer satisfaction / loyalty, establishment of an overall satisfaction and/or loyalty index, and recommendations for "best practices".