Satisfaction Surveys

Your Brand Experience Through The Eyes of Customers & Employees

Customer satisfaction surveys or employee satisfaction surveys are designed to help your business in Malta understand what your audiences think about your products or services and brand. The key objective is to obtain valid and consistent feedback through active listening, which can then be used to layout or adapt strategies and products that will retain your client or employee and thus protect one of the most valuable corporate assets — loyal brand advocates.

How to get these brand advocates ?

Step 1 Design

Our team starts out be defining they key objectives for the survey. Once the envisioned results are clear, we set the parameters for the target group and sample size, the type to measure, suitable distribution and optimal timeframe. Depending on the objectives and parameters, our team in Malta designs the surveys for:

Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS®)
Customer Effort Score (CES)
Milestone evaluation.

Step 2 Develop

Once the framework is mapped out and approved, we utilise valuable tools such as Hotjar, Hubspot, Survey Monkey, Salesforce, Zendesk and others complementing your organisational set up, to bring the survey to life. Surveys can further be programmed and hosted on your companies own website inline with GDPR regulations. Our experts employ the right choice and mix of multiple-choice questions, rating scale and binary scale questions, nominal questions, likert scale and semantic differential questions alongside open-ended questions to obtain productive insights in relation to our objectives.

Step 3 Execute

We then start communicating, promoting and gathering the desired responses as per designed parameters in Step 1. If through digital platforms, telephone or in form of interviews, the most effective method selected will be professionally executed.

We handle the overall project management during the data collection period without disturbing your daily operations.

Step 4 Analyse

Once the survey is closed, our team cleans the data, provides on-demand summaries, and starts analysing and weighing the data to guarantee a representative sample. Furthermore, we amalgamate and categorise responses to open-ended questions, allowing clear understanding and a digestible overview of the insights. Our team helps identify key drivers of overall satisfaction through step-wise regression, which is important in employee and customer satisfaction surveys. We then provide a graphical summary and final report to summarise the findings, flag areas of interest for further investigation and potential learning. Finally we map out how these points affect your brand strategies and visions, policies and operations, and ROI.