InfoQuest Customer Relationship Management Ltd
Worldwide Business to Business Customer Satisfaction Surveys

The InfoQuest Customer Satisfaction Survey was created in 1989 to help companies increase sales and customer loyalty by making them aware of previously unknown, but correctable areas of customer dissatisfaction. By March 2008 over 95,000 InfoQuest customer satisfaction surveys had been delivered in 65 countries using 22 languages, putting InfoQuest in the number one position to help both European and worldwide organisations.

If you are looking to sell more to your existing customers, reduce customer churn, develop a mentality of partnering with customers, benchmark different divisions within your organisation, encourage continuous improvement or simply instil a recognised best practice, then InfoQuest is here to help you.

In today's competitive marketplace, there has never been greater pressure on companies to find out - in detail - what their customers, distributors and dealers think.

Studies have consistently shown that a "Totally Satisfied" customer is as much as ten times more likely to buy again than a customer who is merely "Somewhat Satisfied." 

Unfortunately, for every customer complaint the typical company receives, there will be, on average, 27 others that are never reported - even when you ask.

In recent years, many companies have resorted to some kind of customer satisfaction survey to find out what their customers really want and need (CEM or Customer Experience Management).  Normally delivered on paper, by personal interview or by telephone, business owners and managers are seemingly deluged with such customer satisfaction surveys.  Many view them as irritating intrusions on busy schedules.  Response rates of 5-10% prove that their completion is not viewed as a high priority. 

The dilemma is, how can a company open up lines of communication and obtain vital commercial knowledge without annoying its customers and undermining the business relationship?  That's where InfoQuest steps in.

There have until now been only four commonly used methods for finding out what business-customers think of their suppliers.

1.      Send the reps in. Ask the customer face to face. Let the sales manager filter the information. Get back a report that is of little use.

2.      Hand the project over to a call centre. Get a response of 20% to 40%. Risk having the interview "led" by the interviewer. Ask only a few questions.

3.      Use some kind of "emerging" technology (WAP, e-mail or web-based).  Get less than 8% response.

4.      Send out a paper-based questionnaire. Get a 5% - 15% response. Half of those will be delighted to endorse  your firm. The other half are giving you one last chance to get everything right. The silent majority will remain silent.

And then there is InfoQuest. Not only is this probably the most clinical method available for capturing opinions, it has also been described as the most cost-effective, dynamic and actionable business-to-business customer satisfaction survey available, with an average response rate of 72%. This high response rate is based on posing between 36 and 60 questions and statements to decision-making business customers, coupled with an option to gather further written comments to a number of open questions. 

We welcome enquiries. For more information please email us at info@infoquestcrm.co.uk, or try the InfoQuest International Portal, or go to the pdf Downloads page for examples of our reports, typical questions and statements in the library, details of the post-survey workshop and other useful items.

If you want to find out about our 10:1 guarantee, please click here.

The 2008 brochure is available on the Downloads page.