Full version: http://www.consultingcafe.com/products/customer-satisfaction-survey-report Context: This presentation was put together in order to analyze and understand the expectations of the visitors of a major multinational company’s website. This is a preliminary work to upgrading the client’s website. Objectives of the presentation: 1- Identify the different visitor profiles 2- Measure the visitors’ satisfaction rate 3- Determine the needs and expectations of each profile This PPT makes a great template for any customer survey analysis. It can serve as a guide on how to run a customer survey online and analyze the results. Includes both qualitative and quantitative aspects of the survey.

1. CUSTOMER SATIFACTION SURVEY ANALYSIS
Your logo
Objectives Methodology
 Identify the different visitor profiles  Online qualitative survey
 Measure the visitors’ satisfaction rate ‒ 3500 respondents (completed)
 Determine the needs and expectations of ‒ XXX days
each profile
‒ 5 qualitative questions
 Online quantitative survey
‒ Google Analytics profile analysis thanks
to cookies implementation
‒ 5760 respondents
‒ XXX days
‒ 10 multiple choices questions
© Your company- www.yourwebsite.com – address – zip code - Office number
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2. Expectations of visitors (Quants)
Your logo The profiles of participants
Profile of participants
profile 1
profile 2
profile 3
profile 4
 Group 1 and group 2 represent 75% of the participants  94% of participants are men
– Aviation enthusiasts represent the first group of  Young participants represent an interesting part of the
participants with 42% total surveyed population:
 Aviation professional represent 23% of participants – Less than 24: 21%
 Authorities and Government staff, and stakeholder analysts – 25-34: 25%
are the smallest groups of participants in volume
– 34-44: 22%
 Student, professors represent 10% of participants – 54-65: 28%
– Above 65: 4%
© Your company- www.yourwebsite.com – address – zip code - Office number
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3. The expectations of visitors
Your logo Online quantitative survey
Visitors’ satisfaction
 82% of participants have a positive opinion of (Your client) before visiting the website
 A majority of visitors is not highly familiar with the website:
– 29% visit the website occasionally or driven by the news
– 21% experience their first visit on the website
 71% of visitors are globally satisfied with the website:
– 49% are satisfied and 22% are strongly satisfied
– 21% are indifferent about the website
 (3rd observation)
© Your company- www.yourwebsite.com – address – zip code - Office number
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4. The expectations of visitors
Your logo Online quantitative survey
Visitors’ expectations
 70% of participants are looking for (xxx) information, among which:
– 70% are looking for (xxx)
– 59% are looking for (xxx)
– 47% are looking for (xxx)
 Only 19% of participants are looking for company information, among which:
– 69% are looking for (xxx)
– 40% are looking for (xxx)
– 39% are looking for (xxx)
 6% of participants are looking for (xxx)
 Around 30% of visitors are also looking for:
– Photo, videos and goodies (38%)
– News and publication (32%)
– Latest sales and orders & delivery figures (32%)
© Your company- www.yourwebsite.com – address – zip code - Office number
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5. The expectations of visitors
Your logo Online quantitative survey
Visitors’ expectations
Item Strongly Disagree Indiferre Agree Strongly
 Participants are globally satisfied with the disagree nt agree
website (67% of participants are positive
about the different aspects) The website is fast (pages are
downloaded quickly) 1% 3% 12% 61% 22%
 The most popular aspects of the website are
its technical performance (“pages are The information is easy to find 2% 9% 24% 50% 15%
downloaded quickly”) and the quality of The contents are up-to date 2% 7% 21% 50% 20%
contents (“The information is useful and The information is useful and
interesting”) interesting 1% 3% 16% 55% 25%
The information is detailed enough 3% 11% 25% 45% 16%
 The entertaining and innovative aspects of the
website are the weakest points The website is aesthetic (looks nice) 2% 7% 21% 45% 24%
 Other areas for improvements are the details The website is innovative 3% 10% 35% 37% 15%
provided and the ease to find information The website is entertaining 3% 10% 35% 37% 15%
© Your company- www.yourwebsite.com – address – zip code - Office number
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6. Profiles’ description
Your logo Online quantitative survey
Website population description through Google Analytics
analysis and online survey answers
© Your company- www.yourwebsite.com – address – zip code - Office number
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7. Website population
Your logo Profile 1
• 33% of participants (1790)
• Positive opinion before visit: 84% (+2)
• Satisfaction rate: Positive 73%, Indifferent 20%,
Negative 8%
• Frequency of visits: Driven by the news 31%, at least
once a week (23%)
• Age: 25-34 (21%), 34-44 (22%), 44-65 (31%)
• Sex: Female (98%)
 profile 1 constitute the larger population among Google Analytics *
visitors  Visits: 416
 They are looking for xxx  Pages per visit: 8.52
 profile 1 are strongly interested in interactive  Duration per visit: 9 min 17
contents and applications (xxx, xxx and xxx)
 New vs returning visitors: 68%
 xxx does not appear as a strong expectation
 Bounce rate: 2.6%
 Top Sources of traffic: Direct 40%,
Google 38%, Yahoo 5%, Wikipedia
(en), 3%, Bing 2.6%,other 10.2%
“All the latest news regarding (Your client). This can be news about
new models such as development progress and related media such as * To be analyzed in the long term (trend)
movie clips. Or the latest sales.”
• Profile 1 are the largest population on the current (Your client) website and constitute strong information
Actions
relays for (Your client)
• They are interested in xxx and xxx
© Your company- www.yourwebsite.com – address – zip code - Office number
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8. CUSTOMER SATIFACTION SURVEY ANALYSIS
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http://www.consultingcafe.com/products/customer-satisfaction-survey-report version - 21 slides

9. CUSTOMER SATIFACTION SURVEY ANALYSIS
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version
http://www.consultingcafe.com/products/customer-satisfaction-survey-report