We’ve taken a look at every touchpoint the customer has with your surveying company. There are a surprising number of touch points a customer has with you through the survey process, each one affecting their opinion of how good your service was. 

We explore what each interaction looks like, how it affects you and your customer and what options are available to you to improve the experience you offer. We also look at how changes can impact your workload for the better giving you time to invest back into your business (or to take as time off…). 

Here is a list of all the customer touch points throughout the survey process and our thoughts for each one. Click on the links below for ideas on how you can improve your customer journey.


Customer Journey Part 1: Learning You Exist 

Customer Journey Part 2: Navigating Your Website 

Customer Journey Part 3: Getting a Quote / Making an Enquiry 

Customer Journey Part 4: The Sales Call 

Customer Journey Part 5: Instructing You and Making Payment

Customer Journey Part 6: Terms of Engagement and Compliance 

Customer Journey Part 7: Providing Survey Updates

Customer Journey Part 8: The Report 

Customer Journey Part 9: Post Report Customer Care 

Customer Journey Part 10: Collect Feedback


We’d love to hear your thoughts about what has worked for you, what hasn’t and why. Our team is always on hand to discuss the options available to you in improving your customer experience and the different ways they can be integrated into your processes. 

If you’d like to speak to the team about the different technology available to you please feel free to get in touch.