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Measure customer satisfaction? sayway shows you how your customer is ticking!

Why is customer satisfaction so important?

We live in a buyers’ market. Today’s customer has greater leverage. High expectations and increased completive pressure mean that customer satisfaction and customer relations have been shifted into the focus of central management.

Numer­ous stud­ies show that cus­tomer sat­is­fac­tion and finan­cial suc­cess are close­ly con­nect­ed. Through good cus­tomer rela­tions man­age­ment and improv­ing cus­tomer sat­is­fac­tion among reg­u­lar cus­tomers, com­pa­nies can sta­bilise exist­ing rev­enues and expand loy­al cus­tomer busi­ness by upselling. Sat­is­fied cus­tomers also gen­er­al­ly tend to rec­om­mend and this is auto­mat­i­cal­ly a source of new future rev­enue. At the same time costs can be saved in mar­ket­ing (new cus­tomer acqui­si­tion) and ser­vice.

Modern trade and service companies invest intensively in their premises and online offers in order to create special environments where the customers experience is something out of the ordinary.

It is pre­cise­ly this type of cus­tomer expe­ri­ence, and con­se­quent­ly cus­tomer sat­is­fac­tion, that has to be mea­sured and eval­u­at­ed at the point of expe­ri­ence in real time and then exploit­ed in the com­pa­ny.

How can you measure customer satisfaction meaningfully?

SayWay offers a comprehensive and proven approach to customer satisfaction and relationship management. The advantages at a glance:

Sys­tem­at­ic mea­sure­ment of cus­tomer sat­is­fac­tion

Sys­tem­at­ic mea­sure­ment of cus­tomer sat­is­fac­tion


Sys­tem­at­ic mea­sure­ment of cus­tomer sat­is­fac­tion must take place dai­ly and at all key touch­points between the cus­tomer and the com­pa­ny.

  • On the spot in the branch­es (Say­Way Feed­back Ter­mi­nals)
  • In the online shop (Say­Way online sur­vey)
  • Service/support (Say­Way online sur­vey)
Real feed­back is more than just a ques­tion!

If you only mea­sure cus­tomer sat­is­fac­tion with­out know­ing the rea­sons for their sat­is­fac­tion or dis­sat­is­fac­tion, you can’t real­ly change any­thing.  Flex­i­ble, ful­ly dig­i­tal ques­tion­naire soft­ware is an absolute must-have if you want to man­age cus­tomer sat­is­fac­tion and cus­tomer loy­al­ty pro­fes­sion­al­ly. Indi­vid­ual ques­tions, rotat­ing ques­tions, inte­gra­tion of pic­tures, fil­ters — these are just some of the essen­tial com­po­nents of pro­fes­sion­al feed­back man­age­ment.

Mea­sure cus­tomer sat­is­fac­tion in real time!

Sayway’s tablet feed­back sys­tems deliv­er infor­ma­tion about the cus­tomer expe­ri­ence every day from every loca­tion and trans­fer it to the respon­si­ble posi­tions and peo­ple.

Ques­tion­naires and sur­veys from over 20 sec­tors

We have devel­oped time-test­ed ques­tion­naires and sur­veys in over 20 indus­tries to help you to mea­sure and cal­cu­late all the key indi­ca­tors of cus­tomer sat­is­fac­tion and expe­ri­ence.

  • Dri­ver analy­ses (What are the rea­sons for dis­sat­is­fac­tion?)
  • Cus­tomer loy­al­ty instru­ments (service/support; mar­ket­ing cam­paigns)
  • The Net Pro­mot­er Score (NPS)
  • Text analy­sis (auto­mat­ic eval­u­a­tion of sen­ti­ment and top­ics)

The Say­Way data plat­form

Cus­tomer sat­is­fac­tion sur­veys are ide­al­ly sup­ple­ment­ed by the Say­Way data plat­form. Besides cal­cu­lat­ing the cus­tomer sat­is­fac­tion index, all the changes in deal­ings with cus­tomers are analysed and com­mu­ni­cat­ed quick­ly and clear­ly (reports; alerts, tick­ets). This gives com­pa­nies a wealth of cus­tomer loy­al­ty instru­ments to help them to man­age their cus­tomer rela­tions and increase cus­tomer sat­is­fac­tion sys­tem­at­i­cal­ly and con­tin­u­ous­ly.

How do SayWay customer surveys work in practice?

SayWay 6 level customer satisfaction and customer loyalty formula

Mea­sure cus­tomer sat­is­fac­tion

Trans­fer data in real time

Cal­cu­late cus­tomer sat­is­fac­tion

Present and dis­trib­ute the eval­u­a­tion and results in real time

Make changes and improve­ments

Man­age cus­tomer rela­tions

Customer satisfaction in the retail trade

Brick-and-mor­tar retail­ers are among our most impor­tant sec­tors. Numer­ous groups have installed Say­way sys­tems in their stores in order to mea­sure the cus­tomer expe­ri­ence con­tin­u­al­ly and man­age cus­tomer sat­is­fac­tion sys­tem­at­i­cal­ly.
Along­side the Net Pro­mot­er Score (NPS) as a way of mea­sur­ing cus­tomer sat­is­fac­tion in retail stores, Say­Way also suc­cess­ful­ly uses a dri­ver analy­sis where only cus­tomers who have some­thing to crit­i­cise or who are dis­sat­is­fied are asked addi­tion­al ques­tions about their griev­ances This means sat­is­fied cus­tomers are not unnec­es­sar­i­ly both­ered and dis­sat­is­fied cus­tomers can tell you direct­ly what their prob­lems are.
For more infor­ma­tion about cus­tomer sat­is­fac­tion in the retail trade click HERE

Say­Way in the retail trade

The advantages of SayWay feedback and customer satisfaction

— Sta­ble cus­tomer rela­tions gen­er­ate sta­ble rev­enues
— Increased turnover thought upselling to loy­al exist­ing cus­tomers
— High­er rec­om­men­da­tion rates gen­er­ate new busi­ness
— Less sup­port and ser­vice thanks to improved cus­tomer rela­tions
— Sav­ings poten­tial in mar­ket­ing (adver­tis­ing) through­out the whole group
— Each employ­ee receives the rel­e­vant results report
— Cus­tomer feed­back is col­lect­ed every day from every store
— Say­Way gives cus­tomers a pos­i­tive sig­nal
— Say­Way feed­back is as easy as it comes. No e-mails, no phone calls, no addi­tion­al soft­ware — can be used direct­ly on site!
— Text ques­tions are also pos­si­ble and are auto­mat­i­cal­ly eval­u­at­ed
— Say­Way feed­back equip­ment can be designed in line with your layout/CI
— Apart from mea­sur­ing cus­tomer sat­is­fac­tion, Say­Way can also be used for oth­er mar­ket research and mar­ket­ing cam­paigns
— Every device is pro­fes­sion­al­ly mon­i­tored and ser­viced and new con­tent can be entered by remote con­trol
— Changes and new ques­tion­naires are includ­ed in the price




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Say­Way installs pro­fes­sion­al B2B tablets that are made specif­i­cal­ly for us and that have been tried and test­ed in over 5,000 ter­mi­nals.


The holis­tic Say­Way analy­sis solu­tion: The quick and sim­ple way to dis­cov­er what cus­tomers real­ly think and what can be improved. Online eval­u­a­tions in real time, auto­mat­ic PDF reports, alert e-mails, text analy­sis.


20 years of feed­back man­age­ment expe­ri­ence in over 20 indus­tries. We can help you to set up an effi­cient oper­a­tional and strate­gic cus­tomer feed­back process.