Customer Surveys — Measure Satisfaction Professionally
From questionnaire design to analysis.
A professional customer survey delivers the insights you need for real improvements. We handle the entire process — from conception through execution to satisfaction analysis. Online, by telephone, or on-site.
Request a customer surveyWhy a Professional Customer Survey Makes the Difference
Measuring customer satisfaction — sounds simple. An online questionnaire, a few questions, done. But reality shows: Self-administered satisfaction surveys often deliver biased results. Low response rates, suggestive questions, or insufficient representativeness make the data unusable.
A professionally conducted customer survey guarantees valid results. We develop methodologically sound questionnaires, select the right survey method, and ensure adequate sample sizes. The result: Data you can actually base decisions on.
As a full-service market research institute, we guide you through the entire process — from goal definition through questionnaire design and fieldwork to meaningful analysis with concrete recommendations.
Whether NPS survey, satisfaction analysis, or comprehensive B2B customer survey — we find the right method for your question.
Customer Survey Methods
Every question requires the right method. We advise you on which approach best fits your customer survey.
Online Survey
Efficient and scalable. Ideal for large samples and regular satisfaction surveys. Fast analysis, low costs.
Telephone Survey (CATI)
Higher response rates and the ability to probe further. Particularly suitable for B2B customer surveys and complex questions.
Face-to-Face Interview
Maximum depth. Ideal for qualitative customer surveys, showroom surveys, or at the point of sale.
Written Survey
Classic and proven. Suitable for specific target groups or as a complement to other methods.
How We Conduct Your Customer Survey
Four phases — one point of contact. Our structured process ensures smooth execution and reliable results.
Briefing & Conception
Together, we define goals, target groups, and research questions. We clarify: What should the customer survey achieve? Which method fits? Which KPIs are relevant — NPS, CSAT, CES?
Questionnaire Design
We develop a methodologically sound questionnaire — with well-designed filter routing, rotations, and scaling. Every question serves a clear insight objective. Pretesting included.
Fieldwork & Execution
Online, by telephone, or on-site — we manage the complete fieldwork phase. Quota management, response rate monitoring, and quality assurance in real time.
Analysis & Recommendations
Data becomes insight. We deliver a thorough customer satisfaction analysis with segmentations, driver analyses, and concrete recommendations for your management.
B2B Customer Surveys — Our Strength
B2B customer surveys pose special requirements. Your customers are CEOs, procurement managers, or specialists — people with little time who don't respond to standard surveys.
We know how to reach B2B decision-makers and motivate them to participate. Through telephone surveys with trained interviewers, we achieve response rates that online tools cannot match.
Our B2B customer surveys deliver not just satisfaction scores, but real insights into decision-making processes, switching intentions, and unmet needs of your business customers.
Your Advantages With Eleono
- Methodologically sound questionnaires — no suggestive questions
- Higher response rates through professional outreach
- B2B expertise — even hard-to-reach decision-makers
- Results with concrete recommendations for action
- GDPR-compliant execution per GDPR guidelines and the general market research code of conduct
- One point of contact for the entire process
Everything From One Source
From conception through fieldwork to management presentation.
B2B Expertise
Decision-makers, professionals, and specialists — even in hard-to-reach industries.
Action-Oriented
No data graveyards, but concrete recommendations that move your business forward.
Frequently Asked Questions About Customer Surveys
What does a professional customer survey cost?
Costs depend on the method, sample size, and complexity. A simple online survey is less expensive than a telephone B2B customer survey with in-depth interviews. We provide a customized quote based on your briefing.
How long does a customer survey take?
From briefing to results presentation, plan for 4–8 weeks. Online surveys with an existing distribution list can be faster. Telephone B2B surveys require somewhat more time depending on the target group.
Which method is right for my customer survey?
That depends on your target group and research question. Online surveys are suitable for large B2C samples, telephone surveys for B2B decision-makers, and personal interviews for qualitative depth. We advise you on which method delivers the best return.
What is the difference between NPS, CSAT, and CES?
NPS (Net Promoter Score) measures willingness to recommend, CSAT (Customer Satisfaction Score) measures overall satisfaction, and CES (Customer Effort Score) measures perceived effort during interactions. We recommend the appropriate metric based on your goals — or a combination.
How large should the sample be for a customer survey?
For statistically reliable results, you need at least 100–300 responses, depending on the desired accuracy and number of segments. For B2B surveys with small populations, fewer responses may suffice. We calculate the optimal sample size for you.
Can you also conduct regular satisfaction surveys?
Yes, we offer continuous customer satisfaction measurements — as recurring survey waves or as trigger-based systems after specific touchpoints. This way, you measure developments over time.
How do you ensure high response rates?
Through professional questionnaire design (short, relevant, well-structured), the right channel for your target group, personalized cover letters, and reminders when needed. For telephone surveys, our trained interviewers achieve particularly high participation rates.
Is the customer survey GDPR-compliant?
Absolutely. All our surveys are fully GDPR-compliant. We work with informed consent, anonymized data analysis, and transparent data management in accordance with GDPR and the general market research code of conduct.
Ready to Truly Understand Your Customers?
Talk to us about your customer survey. We'll show you how to validly measure customer satisfaction and identify real improvement potential.
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