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PiPs approach to customer satisfaction surveys

Tuesday 2nd July 2019


Performance in People (PiP) can provide a tailored customer research service which helps to uncover the real thoughts and feelings of your customers. By addressing key parts of the customer journey and discovering what customers think of their experience, PiP can identify blockages to sales performance and the factors restricting service excellence.

MEASUREMENT THROUGH ONLINE SURVEYS

PiP can send email surveys to customer addresses which are provided by the client. Each email sent contains a click through link to an online branded survey for the customer to fill out. Email reminders can be sent out to participants who have not completed the survey and to encourage participation, we recommend offering an incentive e.g. a prize draw.

Online surveys can be used to measure:

  • Transactional based – customers will receive an email survey after making a purchase which will provide a direct insight into their latest experience.
  • Relationship based – these surveys are sent to existing customers who purchase regularly and won’t necessarily want to receive a survey every single time. Customers can instead receive surveys monthly or quarterly for example. Survey output enables organisations to gain insight into individual customer trends based on historic surveys.
  • Staff surveys – PiP can also use their system to send surveys internally to staff, managers and team leaders to gain insight into staff satisfaction.

HOW DOES GDPR EFFECT BEING ABLE TO SURVEY CUSTOMERS?

Customers can be contacted under ‘Legitimate Business Interest’ without gaining consent from them. The survey questions being asked must be non-competitive, and the purpose of the survey and how the output will be used, must be to make the company’s service better.

If you need to gain consent, you can do so by pre-asking customers whether they are happy to be contacted for feedback on their service/experience. You must also give customers the option as to which method they would like to be contacted (e.g. by telephone, email, post…)

Alternatively, if you are an organisation that has contractual agreements with your customers (e.g. a mobile phone contract or car lease etc.) then you can incorporate this as part of the agreement as a contractual obligation that they will be surveyed.

PIP IS ISO 27001 CERTIFIED!

In preparation for the General Data Protection Regulations (GDPR) in May 2018, PiP pro-actively undertook a comprehensive external audit process to achieve the ISO 27001 data security certification. ISO 27001:2013 provides a globally recognised industry standard framework for Information Security. Within ISO 27001 there consists a detailed Information Security Management System which covers all aspects of information security at PiP, providing policies and procedures for information handling and security best practice. Part of the ISO 27001 system is an ever-evolving process of reviewing and improving every element of information security within the organisation. PiP currently holds high volumes of data for many major UK brands and therefore data security is imperative.

If you would like to find out more about how PiP can support you with customer surveys, contact us directly.

enquiries@performanceinpeople.co.uk or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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