Pick and choose from our service options to create a bundle that meets your needs.
Connect and manage all of your data in one place.
Build a foundation for data analytics.
Improve overall business operations.
Survey Development.
Customers like to tell their own story. Good data results from asking the right questions, to the right people. Our survey team will develop and distribute custom surveys that are the first step towards hearing your customers’ voice. These surveys are the vehicle by which we help you create Predictive Customer Profiles and monitor Net Promotor Scores, Experience Metrics, and Product Metrics.
Write Powerful Surveys.
Our survey experts help our clients avoid common pitfalls in survey development and write questions that lead to meaningful insights.
We design surveys to match client initiatives, created specifically to target information pertinent to their company objectives. Surveys are both quantitative and qualitative in nature, dependent upon the nature of conversation that clients desire to have with their customers.
Use Technology to Your Advantage.
Let us make survey programming easier for you! Our survey platform will allow you to create surveys that intuitively modify themselves to understand your customers’ voice.
In addition, we design our survey UI to match your branding. After creation, we maintain surveys to adopt for dynamic, naturally occurring change with an organization. We’ll then help link your survey results directly into your information system.
Make Sure You Nail it the First Time.
In order to ensure that we are collecting data that matters, we pilot all of our surveys to test preliminary results. Not only does this pilot reduce technical errors, it also allows us to tweak the survey to improve the main study.
These preliminary findings often form the catalyst for additional surveys and insights. A multi-angled approach is the best way to find out what your customers are saying and what they are not saying.
Get Your Survey to the Right People.
Equally important as what you ask in your survey, is who you ask and how you get it to them. Surveys are best distributed through your current outlets and channels, while managing distribution to prevent response bias.
We focus distribution primarily through email, website embedment, and social media platforms; to reach both your customers and your overall market.
Not All Data is Created Equal.
Data cleaning is a preparatory step to analysis. Our data scientists reduce the amount of time spent in analysis by first organizing responses and looking for bias.
We accomplish this step efficiently by filtering responses in real-time using both software and personnel.
Think Outside the Box.
Data analysis is where Basis stands out. Our team has experience across industries and can help you examine your business from a wide variety of angles.
We use both conventional and non-traditional methods to discover insights, inform conclusions, and support your decision-making process.
Catalyze Decision-Making.
Analyzing the data is only half of the battle. Telling the customers’ story in a compelling way is the only way to make findings actionable.
We provide clear, concise reports immediately following analysis to help your leadership in the decision-making process. Below you will also find service options that include real-time data trending and other tools for continuous innovation.
Promoters
Detractors give a score lower than 6. They are unlikely to purchase again and may discourage others from buying.
Passives
Passives give a score of either 7 or 8. They are somewhere pleased with your product or service, but not pleased enough to promote your brand. They are also subject to switch to a competitor’s services.
Detractors
Promoters give score of either 9 or 10. They will rave about your brand to others and will repurchase products and services. This is where you want all of your customers to be.
Experience Metrics.
Overall customer satisfaction is determined by the customers’ conglomerate individual experiences. In order to help you understand which of your experiences are important and how you can improve them, Basis has developed a new, unique metric: xSCORE.
Journey Mapping.
Basis will work with company leadership to outline your customer journey and help you to collect comparable feedback at each step in the journey. This feedback will help you understand which experiences matter and where you are failing to deliver to your customers’ expectations.
xSCORE.
xSCORE (experience score) is a metric that disallows the customers to be neutral in their judgement along the customer journey. It has been proven by Basis to reveal the details of what specific product and service experiences matter to NPS and where each experience is relative to customer expectations. It provides the actionable insights necessary to improve the customer experience.
Tools For Perpetual Innovation.
To ensure your innovation maintains pace with the growth of customers’ expectations, Basis will provide all metrics and measurements through an online client portal. These measurements will also validate the effect of the implementation of experience design.