How the FlowMonitor Customer Satisfaction Research Solution works:

FlowMonitor’s goal is to provide clients with a clear, in-depth understanding of their customer's experience utilizing a cost-effective and low maintenance but highly effective research solution. All of our engagements fully utilize our research expertise, skilled qualitative moderators, and up-to-date survey tools to quickly obtain an understanding of your customers and bring actionable insights to the surface. Our quantitative and qualitative research experts will guide you and your staff throughout the entire process.

The following is an example of a comprehensive FlowMonitor client engagement:

Establish Goals – Identify high level business goals, establish what you want to understand from the research, and determine what specific question areas will get you the insights you need to meet those goals.

 

Invite Customers to Participate – We initiate communication with your customers and invite them to participate.

We engage two types of shoppers who engage your brand:

  1. Customers who have made a purchase at your retail store are invited to participate using a link and unique access code on the store receipt.
  2. Web site buyers and browsers (non-buyers) are approached after they complete their transaction or leave your site without buying.

A chance to win a prize, such as a gift certificate to your store, is offered as an incentive to participate. 
Incentives:

  • Improve participation rates.
  • Helps prevent “respondent polarization” where only customers who are extremely angry (or happy) participate.
  • An incentive that is amount-appropriate to your store will help equalize participation without attracting respondents who are inclined to participate merely for the incentive itself.

Obtain Quantitative Feedback – The Online Customer Feedback Survey.

Participants are surveyed on their customer experience.  We utilize a combination of customized queries based on your business goals and objectives, combined with our standard attributes which are proven to identify areas for further review.

The data are queried to identify, among others, the following key findings, and respondents are grouped by similarities:

  • Buying behavior
  • Brand excitement
  • Customer experience
  • Future buying intent
  • Feelings/behavior towards competitors

 

The quantitative data we gather and the statistical analysis we will do, along with any employee feedback we may collect (such as store manager feedback on front line issues), give us the understanding necessary to create the Live Feedback discussion guides to dig deeper in the next step.

 

Live Feedback Sessions – “Quick Qualitative” techniques provide context and meaning to the survey data.

The Live Feedback Sessions provide context and meaning to the survey data and bring robust insights to the surface.

  • Participants are selected based on their survey responses.
  • Conducted by a trained moderator.
  • A variety of techniques are available.
    • Focus groups via phone & Web.
    • In-depth interviews via phone & Web.
    • Ethnographic techniques such as shop-alongs.

The Live Feedback Sessions…

  • Reveal the Why’s and the How’s behind the What’s identified by the survey.
  • Help us understand the motivations behind certain customer behavior.
  • Spark creative thinking – listening to customers talk about your store will often identify new areas worthy of further examination.
  • Help increase revenue by understanding from customers what specific changes will result in more business.

Relevant, Actionable Reporting – Highly readable, immediately usable.

FlowMonitor issues reports that are easy to understand, to the point, and tell you exactly what issues need your attention.  We take the survey data and focus group findings to provide a single point of view as to what your customers want.  Unlike many marketing research reports that often end up being just a collection of charts and graphs, FlowMonitor’s reports are built around key customer insights with the goal of improving customer satisfaction so you can increase financial success.

Some areas of focus in our reports:

  • Understand each of the following and the relationships between them:
    • Importance – What specific attributes are the most important to your customers?
    • Expectations – What do your customers expect from a visit to your business on each specific attribute?
    • Performance – How well do you perform versus customer expectations?
  • Determine those specific attributes that have the greatest impact on your customers’ overall satisfaction, future purchase likelihood, and likelihood to recommend you to others. In other words, what matters most to your customers when they come to you?
  • How loyal are your customers? They may be satisfied but how committed are they to continuing to return for the long term? What would increase their loyalty?
  • In your customers’ minds where do you stand in relation to your competitors? On what factors do your competitors have an edge? What improvements can you make that would pay off?