How a Customer Survey Works

Invitations to participate in the customer surveys can be included on point-of-sale receipts or by sending e-mail blasts to client lists. Typically the customer feedback invitation also includes a small incentive to get the customer to complete the survey - although we have experienced success without an incentive.

• If you have adequate e-mail addresses for your customers, an e-mail survey invitation can be sent out on a regular (monthly) basis depending on the number of customers to be included.
  
  
• Or, upon completion of their retail transaction, a sample of customers (every nth or all) can receive a message on their receipt that solicits them to participate in a brief customer satisfaction survey about their experience that day.

Customers chosen for participation will be directed to either a specified toll-free number or a custom branded web site URL hosted by SCI (depending on survey options). The phone survey will be conducted by a pre-recorded brand narrator and the web site will be customized with the company brand "look and feel".

The customers will enter a validation number to gain access to the survey - preventing multiple submissions. These numbers are issued with the invitation to the feedback survey. The discrete number provides a way to control that there is only one customer survey per transaction. In addition, the store number (if available) is required to properly assign the customer satisfaction survey results to that location's records. Customers will then be presented with a customized survey form with questions covering their store visit including (for example):

• Overall satisfaction
• Timeliness of welcome/greeting
• Friendliness of welcome/greeting
• Quality of sales consultation
• Quality of customer care
• Handling of transaction
• Cleanliness of the store
• Value for the money
• Likelihood of recommending
• How compare to competition
  

When customers finish the opinion survey the system will provide them with an activation code for their incentive coupon (as applicable). In the case of web surveys, they will be provided with a link to a printable coupon for the reward/incentive offer including a coupon validation code. If the incentive is inclusion in a drawing, a thank you message will be provided.