Customer and trader satisfaction surveys by Frontline Market Research

satisfaction surveys

Customer and trader satisfaction surveys by Frontline Market Research

17 Nov 2020 15:34

Businesses, now more than ever, need to focus on customer satisfaction and experiences, in order to stay ahead in the market. Customer and trader satisfaction surveys – as offered by Frontline Market Research (FMR), are a great way to discover what their customers need.

 Frontline has more than 20 years of market research experience and specialist research and Geographic Information Systems (GIS) staff with access to a broad range of research and GIS databases as well as specialist, purpose built technology.

 RNEWSOnline spoke to Elmari Campher (EC), Director of Retail Tracking Services at Frontline Market Research regarding their customer and trader satisfaction survey services.

 RNEWSOnline: What are customer and trader satisfaction surveys?

 EC: We are all aware of customer rating systems, whether we visit a fast food restaurant, or download an application from an online store. In this context however, we take this a step further, by creating surveys specific to your business, and providing insights into the specific services you offer to your customer base – the traders who are purchasing your products, and making them available to the end consumer.

 RNEWSOnline: Why are they important for businesses, especially in Africa?

 EC: To maintain a competitive edge, and to keep your customers buying from you, you need to understand their needs, and how you can offer a service that assists them in their business, and makes the process of dealing with you, pleasurable.

 All relationships need to be mutually beneficial, or they will not last. The trader satisfaction surveys assist in helping our clients to understand where they are succeeding in delivering a service to their customers, as well as which areas need extra attention.

 RNEWSOnline: What are the types of customer and trader satisfaction surveys conducted by Frontline Research Market?

 EC: These surveys are generally very short, and usually added on top of our retail audit store surveys. They are customised around the client’s desired outputs, but generally relate to the ordering process, delivery & point of sale items.

 RNEWSOnline: How are the surveys different from other products offered by your competitors on the market?

 EC: These surveys are customisable. Although they should contain the same questions, each time they are conducted, in order to trend the results, and see where improvements are being made, and where there are items of concern. Additional, ad hoc questions can also be added, to obtain feedback on new products or services that you have launched, or wish to include.

 If you need trade data, such as census / population / demographic data or market-related data, Frontline Market Research has a vast footprint in Africa.

 To find out more, call Elmari Campher, Director of Retail Tracking Services at Frontline Market Research, and discover how their customer and trader satisfaction surveys can boost your business. Call +27 86 999 0407 or email [email protected] today. Visit them online at frontlineafrica.com.


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