Weitere ähnliche Inhalte Kürzlich hochgeladen (20) Customer Satisfaction Survey Analysis 1. CUSTOMER SATIFACTION SURVEY ANALYSIS
Your logo
Objectives Methodology
Identify the different visitor profiles Online qualitative survey
Measure the visitors’ satisfaction rate ‒ 3500 respondents (completed)
Determine the needs and expectations of ‒ XXX days
each profile
‒ 5 qualitative questions
Online quantitative survey
‒ Google Analytics profile analysis thanks
to cookies implementation
‒ 5760 respondents
‒ XXX days
‒ 10 multiple choices questions
© Your company- www.yourwebsite.com – address – zip code - Office number
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2. Expectations of visitors (Quants)
Your logo The profiles of participants
Profile of participants
profile 1
profile 2
profile 3
profile 4
Group 1 and group 2 represent 75% of the participants 94% of participants are men
– Aviation enthusiasts represent the first group of Young participants represent an interesting part of the
participants with 42% total surveyed population:
Aviation professional represent 23% of participants – Less than 24: 21%
Authorities and Government staff, and stakeholder analysts – 25-34: 25%
are the smallest groups of participants in volume
– 34-44: 22%
Student, professors represent 10% of participants – 54-65: 28%
– Above 65: 4%
© Your company- www.yourwebsite.com – address – zip code - Office number
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3. The expectations of visitors
Your logo Online quantitative survey
Visitors’ satisfaction
82% of participants have a positive opinion of (Your client) before visiting the website
A majority of visitors is not highly familiar with the website:
– 29% visit the website occasionally or driven by the news
– 21% experience their first visit on the website
71% of visitors are globally satisfied with the website:
– 49% are satisfied and 22% are strongly satisfied
– 21% are indifferent about the website
(3rd observation)
© Your company- www.yourwebsite.com – address – zip code - Office number
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4. The expectations of visitors
Your logo Online quantitative survey
Visitors’ expectations
70% of participants are looking for (xxx) information, among which:
– 70% are looking for (xxx)
– 59% are looking for (xxx)
– 47% are looking for (xxx)
Only 19% of participants are looking for company information, among which:
– 69% are looking for (xxx)
– 40% are looking for (xxx)
– 39% are looking for (xxx)
6% of participants are looking for (xxx)
Around 30% of visitors are also looking for:
– Photo, videos and goodies (38%)
– News and publication (32%)
– Latest sales and orders & delivery figures (32%)
© Your company- www.yourwebsite.com – address – zip code - Office number
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5. The expectations of visitors
Your logo Online quantitative survey
Visitors’ expectations
Item Strongly Disagree Indiferre Agree Strongly
Participants are globally satisfied with the disagree nt agree
website (67% of participants are positive
about the different aspects) The website is fast (pages are
downloaded quickly) 1% 3% 12% 61% 22%
The most popular aspects of the website are
its technical performance (“pages are The information is easy to find 2% 9% 24% 50% 15%
downloaded quickly”) and the quality of The contents are up-to date 2% 7% 21% 50% 20%
contents (“The information is useful and The information is useful and
interesting”) interesting 1% 3% 16% 55% 25%
The information is detailed enough 3% 11% 25% 45% 16%
The entertaining and innovative aspects of the
website are the weakest points The website is aesthetic (looks nice) 2% 7% 21% 45% 24%
Other areas for improvements are the details The website is innovative 3% 10% 35% 37% 15%
provided and the ease to find information The website is entertaining 3% 10% 35% 37% 15%
© Your company- www.yourwebsite.com – address – zip code - Office number
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6. Profiles’ description
Your logo Online quantitative survey
Website population description through Google Analytics
analysis and online survey answers
© Your company- www.yourwebsite.com – address – zip code - Office number
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7. Website population
Your logo Profile 1
• 33% of participants (1790)
• Positive opinion before visit: 84% (+2)
• Satisfaction rate: Positive 73%, Indifferent 20%,
Negative 8%
• Frequency of visits: Driven by the news 31%, at least
once a week (23%)
• Age: 25-34 (21%), 34-44 (22%), 44-65 (31%)
• Sex: Female (98%)
profile 1 constitute the larger population among Google Analytics *
visitors Visits: 416
They are looking for xxx Pages per visit: 8.52
profile 1 are strongly interested in interactive Duration per visit: 9 min 17
contents and applications (xxx, xxx and xxx)
New vs returning visitors: 68%
xxx does not appear as a strong expectation
Bounce rate: 2.6%
Top Sources of traffic: Direct 40%,
Google 38%, Yahoo 5%, Wikipedia
(en), 3%, Bing 2.6%,other 10.2%
“All the latest news regarding (Your client). This can be news about
new models such as development progress and related media such as * To be analyzed in the long term (trend)
movie clips. Or the latest sales.”
• Profile 1 are the largest population on the current (Your client) website and constitute strong information
Actions
relays for (Your client)
• They are interested in xxx and xxx
© Your company- www.yourwebsite.com – address – zip code - Office number
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8. CUSTOMER SATIFACTION SURVEY ANALYSIS
Download full
http://www.consultingcafe.com/products/customer-satisfaction-survey-report version - 21 slides
9. CUSTOMER SATIFACTION SURVEY ANALYSIS
Download full
version
http://www.consultingcafe.com/products/customer-satisfaction-survey-report