The long-term success of any organization depends on how well it serves its customers. The Kaslen Group can assist you in gathering data concerning your customers' expectations and satisfaction through written or telephone surveys, focus groups, and one-on-one interviews. By using proven market research and statistical methods, we can ensure that your customer data is valid and reliable. You can use the results with confidence to set goals and prioritize projects.
Determine Research Objective and Develop a Research Plan
Set the boundaries for the research, define what you want to learn and how you will use the insights gained.
Determine the Research Design
Select the best method for gathering the customer information. Determine the sample size and participants. Determine need for internal or external participation.
Create and Test the Survey Instrument
Design and pilot the survey questionnaire to ensure that the questions are clear and the survey's length is appropriate.
Collect and Tabulate the Data
Automate the tabulation of quantitative survey data. Summarize the qualitative survey comments.
Analyze the Data
Analyze the survey data for validity and reliability. Determine if the results are statistically significant. Evaluate against benchmark data if available.
Present the Findings
Prepare survey findings reports and present to survey sponsor. Provide feedback to the survey participants.
Implement the Action Plan
Prepare an action plan to address the survey findings. Determine when the survey will be conducted again to measure improvement.