Lama Poll has been used for years as a premium survey tool for the measurement, evaluation and analysis of customer satisfaction. After having accompanied so many projects, we would like to pass on our knowledge. On the following pages, you will get information about the critical issue of customer satisfaction and customer enthusiasm.
Customer satisfaction shows the relation between the expectations and the fulfilment of customers´ needs. Customer satisfaction plays a crucial role for the success or failure of a company.
Satisfied customers are loyal, less price sensitive and willing to recommend you to others!
Our customer satisfaction analysis allows you to:
Additionally, you get free publicity and generate further recommendations and positive references. A thorough knowledge of your customer satisfaction should therefore always have highest priority.
Lama Poll has been doubly (backend and frontend) certified by the German Federal Office for Information Security (BSI), Alliance for Cybersecurity, Penetration Centre and IS-Revision (IS Webcheck)!
If you want to not only satisfy, but also impress your customers, you must naturally know their needs.
Don´t be fooled in this respect - very often, people fall into the mistake of thinking that they already know exactly what customers need. And even more often, they are wrong. With the help of some easily created and attractive customer surveys you can, in a few steps, gather, assess and interpret relevant data.
With the right survey tool (Lama Poll) you can, within a few hours, create a customer questionnaire, adapt it to your company design, test it and put it into use. After starting it, you will have access to results in real time, with information which has been processed into different charts and which can easily be filtered and exported. Thus, you can gather all relevant information enabling you to make the right decisions and prioritize your goals at a very low cost, with little effort and an enormous saving of time.
How satisfied are you with our website? If you have answered "not satisfied", the only thing we know is that, obviously, something is wrong. But how so? What is it that you consider to be important? And how satisfied were you a month ago? What did we change during that period? As you may perhaps have noticed, the question about customer satisfaction is only a small part of the whole.
To increase customer satisfaction, you must ask the right questions, assess them properly and interpret them right.
An example: The Federal Association of German Air Travel (Bundesverband der Deutschen Luftverkehrswirtschaft) conducts an annual survey among airline passengers. What are the results for 2015?
As you can see, especially safety and cleanliness, as well an easy accessibility to the airport and the friendliness of staff members seem to play a very important role. A much greater role than the service, entertainment or comfort on board. In the year of 2013, security was even in the first place.
But this information standing alone is of little relevance: when asked about what was important when booking a flight, the following came out:
The price seems thus to be the determining factor? However, only for private travellers. For business travellers, factors such as connections, flight schedules and the reputation of the company seem much more important. Thus, it is important not to rely solely on individual questions or statements. When assessing the level of customer satisfaction, you must always bear the big picture in mind!
However, if you do everything right, unprecedented opportunities unfold. You can not only disclose potentials, but also bring the potentials of your customer´s customers into evidence ;-)
Customer satisfaction itself depends on the degree of fulfilment of customer requirements. Such requirements are generally divided into basic requirements and performance requirements:
Tip: Basic requirements can become performance requirements and the other way around. Example: For a long time, airbags were perceived as a performance requirement and have nowadays turned into a basic requirement.
The Kano model complements the concept of customer satisfaction with a series of other factors:
To distinguish between the requirements of customer satisfaction, we recommend a bipolar customer survey: the customer responds twice to the same question, but from a functional and a dysfunctional perspective.
Functional vs. Dysfunctional Questions
The costumer replies to 2 questions concerning the same feature:
The combination of the answers to the functional and the dysfunctional question makes it possible to identify the type of requirement; for example:
When assessing such information, relevant demographic customer data should be taken into account. Maybe, a basic requirement turns into an excitement requirement for men over 50?
Any more questions?
Senior Manager Trademarks, Patents & Licences
" We are very satisfied with LamaPoll, especially with the intuitive usability of the system, with the possibility of conducting multilingual surveys, and with the preparation of the results. "