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 with our clients to accurately capture all variables that have an impact on the customer experience and the business operation to set up either ad-hoc studies or customer satisfaction tracking programs. Our goal is to provide insights to help develop both customer acquisition and retention programs
Qualitative research is conducted as needed to identify and/or get a deeper understanding of key drivers. Among the methods we use are:
Different multivariate statistical techniques are used to identify key drivers of satisfaction and dissatisfaction, usage, and recommendation (Net Promoter Score – NPS), which can be used as key metrics, monitored in score cards. Among the techniques we use are: