Point-of-Sale (POS) surveys
Product expectations and customer satisfaction of visitors or customers are often formed at so-called "touch points", such as in retail shops. These aspects can be determined by a POS survey shortly after experience at the touch point, and/ or through a follow-up survey (ex post) at a later point in time.
Objective:
Evaluation of the expectations and actual perceptions of the consultation and service quality, behavior of employees, structure and layout of the POS etc. Also to be considered are many factors that have an influence on the expectations and satisfaction; for example depending upon the phase of purchase the customer is currently in:
- Presales Phase (e.g. those gathering first information about a product),
- Sales Phase (e.g. finalizing a contract in the shop) or
- After-Sales Phase (e.g. resolving problems pertaining to an existing contract or purchased product)
Result:
- What importance do POS, hotlines, Internet and (technical) customer support have in general for customer satisfaction and product expectations in the customer life cycle? What is the horizon of experience like?
- What does the customer expect in particular from a visit to a stationary shop? What expectations do (potential) customers have with regard to alternative sales channels such as call centers or Internet?
- How do customers measure "good service" in general (IT/ Communications branch vs. other branches)?
- With which services can expectations be exceeded?
Other Psyma applications on the Internet:
Managing Director
Dr. Frank Knapp
