1. First of all, we establish the general information requirement of your organisation by means of a briefing with you as the principal.
2. Then we lay down our plan of action in a no-obligation survey proposal.
3. The proposal describes how we arrive at a custom-made survey instrument
   a. always on the basis of close consultation with you as the principal and
   b. if necessary through a preliminary qualitative research among your customers.
4. After your approval the definitive questionnaire is determined.
5. The fieldwork (i.e. the actual survey) is conducted in the manner that provides the best price/quality relationship (see methods of survey). MICRA's web-based survey system can provide excellent opportunities for fast, efficient and cheap data collection.
6. The contents of the report give an insight into both the strengths and the bottlenecks, whereby a distinction is made between really important aspects and side issues. The report is in the form of clear graphs, the most important conclusions and recommendations.
7. If possible we use our unique web-based reporting tool. It allows you to examine the results real time and if desired to zoom in on certain regions, segments, etc. Particularly when the customer monitor is an ongoing process, the reporting tool will afford unprecedented opportunities.

Customer satisfaction survey with MICRA has the following functions:

1. learning process: a better insight into the experiences and the desires of the customer
2. target setting: by quantifying the customer appreciation that follows from the survey, it is possible to set clear targets
3. warning function: changes in the assessment of certain service aspects can be established directly and it is possible to respond to them swiftly
4. performance indicator: the level of service provision and the effect of improvement measures can be established quickly.

to previous page