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Satisfaction survey

Tools in order to :

  • Evaluate and understand the satisfaction of its audiences
  • Adapt its behaviour in a pragmatic and proactive way
  • Develop a short and medium term strategy, whilst meeting customers’ needs
  • Develop an efficient customer loyalty policy

Ensuring customer satisfaction is also to show an active interest by allowing customers to express themselves freely on the products and services giving a personalized act of communication of high quality.

Over the last 10 years, Kheolia has become a European specialist of satisfaction surveys in particular in the hospital and institutional sectors and retailing.
We are leaders in the tourist sector and in leisure centres with more than 100 000 persons questioned each year representing the 20 million visitors from the biggest sites : Eiffel Tower, Astérix, Walibi, Puy de Fou Attraction Parks...

The main stages

Preparation of the survey

  • Precise definition of the objectives of the study
  • Advice about the methodological choices
  • Drawing up of a methodological and budgetary proposal which acts as a reference tool

The fieldwork and administration of the survey

  • Carrying out the interviews in the way chosen – face to face, telephone, internet, by post…
  • A continual and rigorous follow up of the progress in the fields.
  • Regular reporting of the global progress – number of people answering, overall return rate…
  • Handling : statistical analysis of the results (basic sorting, cross sorting, regressions…) with the relevant graphics to represent the answers

Analysis of the results and the return

  • Particular care is given to the graphical presentation of the results, a commitment to clarity and a good understanding of the results by the reader.
  • We accompany you when returning the survey and in the animation of meetings with your audiences’ managers, teams and suppliers…

Kheolia’s competitive edge

  • State of the art technological tools to collect the data
  • Novelties : How we manage remarks

The questionnaires contain an open space to enable those answering to express an opinion or a wish in detail.
These remarks are then directly available on the secured interface dedicated to the survey, with the possibility, for the destinies, to answer their clients and to deal with the verbatim …

Ever since 2009 we have been leading satisfaction assessments with our clients together with Kheolia. These assessments make us aware and reactive and allow continuous improvement of our action plans. Taking into consideration what our clients say is a very useful operational tool for our teams.

Christian Deluzy
The Quality Manager of Truffaut

Kheolia has made a commitment to Esomar

Respectful of the ethical code in favour of good practices and consumer protection, Kheolia Institute has joined Esomar, the association for survey professionals which now has a worldwide coverage.

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