Customer Satisfaction Research can provide the following information
• The current level of customer satisfaction
• The key issues driving customer satisfaction
• Areas where customers perceive a shortfall in service against expectations
• How the company compares with its competitors
• Issues that need to be put right immediately - issues that can be left alone
This provides a meaningful benchmark upon which to base improvement programmes, but we do not just research existing customers.
Wherever possible, we also extend the survey to include lost and potential customers. We find out why they prefer to use competitors and what must be done to win them back.
We design our programmes to deliver clear plans of specific action.
We have based our model on the premise that customer satisfaction is built up from the customer’s experience of the business process compared with their specific expectations of the way in which these processes should work.
Stage 1
Internal company investigation via depth interviews or group discussions to establish company perceptions of customer needs and wants, key drivers etc.
Stage 2
Depth interviews with key customers to establish needs, and wants, key drivers etc.
Findings from Stages 1&2 used to develop questionnaire for Stage 3 - customer satisfaction study
Stage 3
Main quantitative study to establish customer satisfaction levels -The Key Driver Analysis
Contact us:
Call our Research Director Ian Davidson on +44 (0) 20 3002 6809