Why Zundle

Phone surveys have a higher take rate than emails

Zundle calls your customers and talks to them about your company. We have a script we follow, but our callers are listening for signs that the customer isn’t understanding the question or isn’t telling the whole story—good or bad. They are trained to probe if there are any signs that someone is at all dissatisfied or is extremely happy with your products and service. Either way, you want to know whether one of your employees did something extraordinarily wonderful or didn’t quite follow protocol.

Some companies use email surveys to monitor customer satisfaction. We’ve done that, and we continue to test email surveys. What we find, though, is the response rate is ridiculously low, and the customers who respond tend to be the ones who are less satisfied. So, you’re not getting a very good cross section of your customers’ experiences with email surveys.

You’re also depending on the respondent to read the questions correctly in an email ... or to read them at all. We find people often scan email surveys and often don’t really understand the questions. They sometimes don’t read the questions, but just fill in responses, which you can see when you include test questions (e.g., Mark this response with “c”). It’s not unusual for 30% of the test questions to be answered incorrectly!

A higher score translates into increased revenues

The whole reason you launch a customer satisfaction survey program is to find out where you can improve. When you ask your customers what you’re doing right and what you’re doing wrong, you have concrete direction on where to focus to increase your revenues.

As you correct the things that customers don’t like, your score will increase. As your score increases, your customer retention increases. Zundle’s surveys tell you exactly what you need to do to increase your revenues!

Quick feedback creates loyal customers

Zundle emails you within an hour of receiving a negative score, so that you can act on the information quickly and call your customer to find out the details and make it right. A customer whose feedback is valued becomes a loyal customer.

See where you rank among your competitors

Zundle surveys customers for companies in almost every type of industry there is. You will find out what your score is, relative to your competitors.