Customer Research & Surveys

We don’t just deliver reports, we deliver results.  

In changing markets we help global clients to implement recommendations to improve customer relationships. We work fast, so by working with Gordian, you will get better results, faster.

We have extensive experience with both customer surveys and C-Suite interviews.

Customer Surveys & NPS (Net Promoter Score)

Our team are experienced executives and so we understand that the purpose of a survey is not to just collect data but to identify what action is required. So, we construct surveys that will produce recommendations that can be implemented by specific managers within the organisation. This involves a careful choice of questions – the wording and the type of questions – and careful choice of demographics.

Surveys provide organisations with the opportunity to health check their relationships and strategically position themselves by discovering what customers' value and aligning performance with expectations. A survey is an excellent way to gain insight into your market, and then direct resources, time and money to high-value activities.

Surveys provided by a third party such as Gordian Business provide opportunities for respondents to give anonymous feedback. This freedom provides more honest feedback and builds more robust relationships.

People usually appreciate the opportunity to give feedback. The survey process itself is known to increase loyalty, as customers' realise their opinion is valued and the company cares about the impression it makes. Involving the customer in the decision-making process allows them to feel an important part of the business.

Gordian Business has extensive experience in conducting surveys for both small and large organisations across a range of industries. Unlike most of our competitors, we customise our surveys to target specific customers.

Advantages of conducting a customised survey:

·        Identify your company's strengths and weaknesses

·        Direct resources to high value activities

·        Make decisions using real data

·        Show prospects data that illustrates your company's strengths

·        Identify and target performance gaps

The first step in exceeding your customer’s expectations is to know those expectations.
— Roy H Williams


Examples of our Surveys

Gordian Business is experienced in creating professional online surveys that generate high-impact data. Data from internal or external surveys or both allows for better decisions to be made. Examples of recent surveys include:

                                                                                                                            Recommendations
Industry               Yr          Scope                                                                    No          Type


Medical                 14         Third annual customer survey                          23             10 critical recommendations
                                                                                                                                             Managing software upgrades
                                                                                                                                             Changing accountability
                                                                                                                                             Using demographics to target improvement


Medical                 13        Second annual customer survey                       20             12 critical recommendations
                                                                                                                                            Managing software upgrades
                                                                                                                                            Improving help desk
                                                                                                                                            Improve business processes
                                                                                                                                            Changes to customer training


Medical                 12         Customer survey                                                 16            10 critical recommendations
                                                                                                                                            Managing software upgrades
                                                                                                                                            Improving helpdesk
                                                                                                                                            Customer Training
                                                                                                                                            Sales proposals
                                                                                                                                            Reporting processes


Transport              12         Customer Survey                                                26            Safety
& Logistics                         Four Divisions                                                                     Invoicing process
                                                                                                                                            Communicating value
                                                                                                                                            In one division, review business processes for fit to market


Financial                10        Customer Survey                                                 10            Market using information from promoters
                                                                                                                                            Quantify financial value delivered
                                                                                                                                            Work on specific influencers to increase referrals
                                                                                                                                            Do not invest in business opportunity for new services


Survey process

Our normal survey process includes the following steps.

 Preparing the Survey:

1.      Briefing by the client
2.      Interview some of the client’s staff
3.      Interview some of the client’s customers
4.      Create draft questions
5.      Test questions on client staff
6.      Test questions on client’s customers
7.      Draft letter from client executives to maximise survey responses

Surveying and reporting:

8.      Issue full survey
9.      Leave survey open for 2 weeks
10.   Send reminders to encourage maximum response
11.   Analyse survey data
12.   Produce report
13.   Present findings to executive team