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  Home > CDC MarketFirst > Solutions > Service Support > Quality of Service Surveys 

Quality of Service Surveys

In today's competitive business environments, customer satisfaction has become one of the most important keys to customer retention. Knowing how customers feel about your company and its services can help you continually enhance your offerings and create long-term customer loyalty. Quality-of-service surveys can play an essential role in creating a customer-centric company infrastructure and helping companies identify areas for improvement.

CDC MarketFirst's advanced surveying capabilities enable companies to implement comprehensive quality-of-service surveying programs:

Know how customers feel about your services

Survey customers automatically following each support incident using CDC MarketFirst's event-triggered surveying capabilities and get detailed incident-specific feedback. Send higher-level surveys at regular intervals to see how customers feel about your overall quality of service. Spot trends, identify customers that are at risk, and find out what your customers care about most.

Quantify your customer satisfaction

Individual testimonials, or just claiming to have satisfied customers, aren't sufficient to impress today's discriminating prospects—they want proof. CDC MarketFirst enables companies to put in place a systematic, comprehensive quality-of-service surveying program that produces quantifiable metrics. These ratings and metrics can then be used to support marketing of the company's service quality, to benchmark the company against competitors and industry averages, and to track upward and downward trends over time.

Identify new opportunities and areas for improvement

When a company is looking to enhance or expand its products and services, its existing customer base can be a goldmine of valuable information. Using the data collected by CDC MarketFirst quality-of-service surveys, companies can analyze the most-cited complaints and most-valued features to identify areas for improvement or to spot opportunities for new services, differentiated service packages (e.g., standard versus premium support), and even product enhancements.