Customer Satisfaction and Loyalty Research
Customer satisfaction research provides insights into what companies should do to increase customer retention. This type of research allows identifying key drivers of satisfaction and likelihood to continue using a company’s products and services. It is known that retaining a customer is the most cost effective than acquiring a new one, so it is important to be on top of key drivers of retention.
Customer satisfaction and loyalty research requires in-depth knowledge of the client organization and customer touch
points. We work in a continuous dialog with our clients from the start of a project to accurately capture all variables
that have an impact on the customer experience and the business operation.
We identify key drivers of both satisfaction and dissatisfaction, which can be used as key metrics, monitored in score
cards. Customer segments based on loyalty are also identified.
Different multivariate statistical techniques are used to identify key drivers of satisfaction, usage and recommendation
behaviors.
- How satisfied are our customers?
- How likely are they to recommend our product or services to others?
- How likely are they to continue being our customers or go to the competition?
- What factors contribute to satisfaction and dissatisfaction with our products/services?
- In which areas of operation are improvements needed?
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