Customer Survey unlocked spike in satisfaction rate

Collection Hibou is a publishing company that specializes in producing educational books and ebooks. With a focus on high-quality content, they strive to provide students and educators with resources that are both informative and engaging.

However, the company has been experiencing a decline in sales and customer satisfaction, and they have identified the need to conduct a customer satisfaction survey to better understand their customers’ needs and preferences.

Collection Hibou’s primary challenge was to identify the areas where they could improve customer satisfaction.

They wanted to understand how their customers were using their books and ebooks, and what they could do to enhance the overall user experience.

They also wanted to identify any issues that were causing customers to abandon their products and switch to competitors.

The company lacked the necessary resources and expertise to conduct a comprehensive customer satisfaction survey in-house, and they needed an external partner to help them gather and analyze the data.

Collection Hibou partnered with Marocks to conduct a customer satisfaction survey. The survey was designed to gather feedback from existing customers, as well as potential customers who had not yet purchased any of the company’s products.

We worked closely with Collection Hibou to develop a questionnaire that would help them identify areas of strength and weakness. The survey included questions about product quality, content, usability, customer service, and overall satisfaction.

To ensure a high response rate, we used a combination of online and phone surveys, as well as email invitations. We also offered incentives to customers who completed the survey, such as discounts on future purchases.

Once the data was collected, we analyzed the results to identify trends and patterns. We presented the findings to Collection Hibou in a comprehensive report that included recommendations for improving customer satisfaction.

The customer satisfaction survey provided valuable insights for Collection Hibou.

The survey results revealed that customers were generally satisfied with the quality of the company’s products, but there were areas for improvement in terms of usability and customer service.

Based on the findings, Collection Hibou made several changes to their product offerings and customer service policies.

They improved their website and made it easier for customers to find and purchase products. They also implemented a more responsive customer service team and provided more detailed product information to customers.

As a result of these changes, Collection Hibou saw a significant improvement in customer satisfaction and a corresponding increase in sales.