Our survey design process is based on experience gained serving hundreds of firms since Mathews & Company pioneered the field of IT customer satisfaction surveys in 1975. Each of our surveys is custom-designed to the specific needs of our IT and non-IT clients.

Our process begins by identifying the objectives and scope of your project, and understanding the internal issues that relate to the survey. In this crucial step we utilize a mix of personal and telephone interviews, workshops and focus groups to get input from those responsible for the products or services to be measured. Based on this input, we develop the survey instrument(s), and then test them for clarity, accuracy and relevance. The extent of pre-testing is determined jointly with you, but we never begin interviewing until you and we agree that the survey process fully meets your requirements.

We select the survey research methodology(s) that we believe will be the most productive and cost-effective way to obtain the information you require. We use all of the following methodologies: Internet or e-mail surveys, telephone interviews, in-person interviews, traditional mail surveys, focus groups, and hybrid methodologies employing two or more of the above. We routinely survey both internal and external customer populations in North America and around the globe. As specialists in customer satisfaction measurement, we can help you move quickly because we know what questions to ask, what methodology will work best, and how to analyze and interpret what your customers are saying.

Your answers to the questions listed below will help you decide which steps you can take on your own and which ones we can be the most helpful with:

• What should we do first, and what roles should management play in the survey?
  
• What survey questions should we ask?
  
• Should we use a survey design workshop and focus groups? If so, who should attend and what should the sessions accomplish?
  
• How are pre-tests conducted and who should participate? What should happen after the pre-tests?
  
• What are some of the pitfalls to avoid in conducting an Internet survey?
  
• How will we benchmark and analyze the survey data?
  
• How will we prepare and present the survey report?
  
• What steps do we take in beginning the survey improvement process?

To learn our views on these questions, plus other survey design considerations, please Contact Us.

"We thank you for your personal involvement and strong desire to help us be successful."

Our surveys are designed to meet your specific informational and budget requirements:

• External & Internal Customer Satisfaction Surveys

• Provider Surveys

• Relationship Management Surveys

• Employee Satisfaction Surveys
  

Survey methods include:

• Internet

• Telephone

• In-Person Interviews

• Mail

• E-mail

• Hybrid Methodologies