Customer Surveys

Customer Surveys

ESA Retail helps clients to better understand their customers by offering a range of services such as real time customer feedback, in-depth customer satisfaction surveys and integrated customer experience programmes. We have the experience to help you decide which approach and survey method will best achieve your customer survey requirements.

We manage large amounts of information very quickly, delivering analysis and advice that enables our clients to improve the customer experience and thereby increase customer demand.

  • Customer Feedback

    Customer Feedback

    ESA Retail's customer feedback surveys use the most appropriate methodology for the specific survey need - telephone, online or face to face. With a large database of clients, ESA Retail benchmarks key metrics (e.g. Net Promoter Score) to averages and also derives the expected value from improvements in customer satisfaction.

  • Customer Buying Behaviour

    Customer Buying Behaviour

    ESA Retail customer 'point of purchase' interviews are aimed at ‘point of purchase’ decisions to test the relative persuasiveness of promotions, new product launch impacts and other customer demand factors which are key inputs to category reviews.

  • Online Surveys

    Online Surveys

    We are experts in gathering and interpreting customer feedback through online channels, offering a range of solutions to match your particular needs. Whether the optimum survey method is to encourage response through outbound e-mails, or to advertise the survey via invitations at POS (via in-store signage, till receipts or pre-printed cards), we have the solution.

  • Integrated Customer Experience Measurement

    Integrated Customer Experience Measurement

    Increasingly in demand is ESA Retail's capability to provide end-to-end services where we first determine customer satisfaction drivers and levels for individual sites, then devise and conduct a mystery shopping programme focussed on identified key development areas.