Customer satisfaction surveys and employee satisfaction surveys (MTO) are becoming increasingly important at engineering firms and organizations with many engineers. Personnel satisfaction surveys among engineers are becoming more important due to the scarcity on the labor market. In the field of customer satisfaction, organizations with many technicians and content specialists – such as engineering firms – often have difficulty making the switch to customer-oriented thinking. Modern feedback software for customer and staff satisfaction surveys helps these organizations with better feedback and management information. This allows them to carry out targeted improvement actions and also measure the results directly.
Modern customer satisfaction survey at engineering firms
GrowPromoter has the online platform for conducting customer satisfaction surveys for organizations with many engineers. Whether it concerns specialists in Civil Engineering, Road and Hydraulic Engineering, Bridge Construction, land surveyors or engineers on oil platforms, for example. This customer satisfaction survey is especially important to continue optimizing our own services. But especially smaller and medium-sized organizations with many in-house specialists and technicians often find it difficult to make this move. Especially if they do not have a marketing department that properly maps out customer needs.
GrowPromoter's online measuring platform offers a solution. With this, customer satisfaction can be measured simply, easily and continuously. This can be done by always asking the right smart questions at the right time. Experience Experts from GrowPromoter help determine those moments and ask the right questions. Your users see the results immediately and realtime on the online dashboard. This dashboard also helps to translate customer experiences and customer feedback directly into concrete improvement actions.
Questions for measuring customer experiences for engineering firms
For image research, customer experience measurement and other satisfaction surveys, engineering firms can use very different measurement methods. You undoubtedly know the questions for the Net Promoter Score (NPS). For example, you ask:How likely is it that you would recommend us to a friend or colleague? This score can certainly be interesting, but our measurement experts are also happy to look further. Because one short follow-up question can often yield much more valuable management information.
Other types of research questions can also be very valuable for this purpose. For example, for the Customer Effort Score (CES), which indicates how much effort someone feels they have to put in to go through a process or complete an action. With GrowPromoter you remain flexible to ask very different types of research questions. Our Experience Experts can tell you everything about the different measurement methods, the advantages and disadvantages and the consequences for your satisfaction survey and follow-up actions.
What would it be like?
Employees can directly use feedback from customers in their daily work? All types of satisfaction research real-time be insightful on one dashboard?
Practical example: customer satisfaction survey at Coenradie
The international engineering firms Coenradie uses customer satisfaction research to continue to optimize its services to customers. Since 2016, Coenradie has been actively and continuously measuring customer satisfaction with the GrowPromoter measurement platform. As soon as an assignment has been completed, a customer automatically receives an e-mail with four short questions. The results are displayed internallyrealtime and uncensored on the home page of the intranet environment. This is possible – if a customer so wishes – with the sender included. Employees can respond directly to this internally. If necessary, the customer will be contacted immediately.
The engineering firm has thus gained more insight into and a better grip on customer satisfaction. This increases customer satisfaction and the results are also used for the ISO certification and the substantiation of customer satisfaction therein. View here the full case of this engineering firm.
Personnel satisfaction survey among engineers and specialists
Particularly growing order portfolios and the increasing scarcity of talent make personnel satisfaction surveys increasingly important for organizations with many engineers and specialists. After all, it is important to bind, develop or recruit employees with the right competencies. Modern employee satisfaction survey (MTO) is valuable for this.
The measured employee experience (EX) from the staff satisfaction survey is also important for the customer satisfaction survey. And vice versa! After all, it is mainly satisfied and motivated engineers that lead to satisfied customers. Customer experiences (or the customer experience: CX) are becoming increasingly important for their personnel policy (HRM) and the development of employees in more and more organizations.
Measure correlation between customer and employee satisfaction
Because of the correlation between customer satisfaction and employee satisfaction, the GrowPromoter measurement platform allows you to conduct both types of satisfaction surveys. You can also measure the coherence between the CX and EX! But for organizations that start with modern satisfaction surveys, this is often a bridge too far at first. They start by measuring the CX or EX. They can simply link the other component to it later.