• Customer satisfaction surveys
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Customer satisfaction surveys

BSRIA can find out the key service areas to concentrate effort and retain customersIt costs about ten times as much to win a new customer than to retain an existing one. Keeping existing customers satisfied is therefore essential to profitable business.

BSRIA undertakes independent customer satisfaction on behalf of clients, comparing performance with industry KPIs (Key Performance Indicators), discovering:

• how you should measure customer satisfaction for your particular products/services?
• how your customers really perceive you?
• how you compare with your competitors?

If you don't know the answer to any of these questions, then it is difficult to know where you need to place resources to improve customer satisfaction and, in turn, customer retention.

BSRIA has many years of experience conducting both qualitative and quantitative satisfaction surveys. We will:

• design the survey to ask the key questions and get information you really need
• phone your customers for their feedback, or post questionnaires if required
• analyse the results and present our findings
• compare with the industry average and make recommendations for improvement

BSRIA also publishes the national KPIs for M&E contractors and runs an Operation and Maintenance Benchmarking Network and Business Performance Forum.