Customer
Customer satisfaction research
Track satisfaction and loyalty regularly; use NPS and driver analysis to decide where improvement pays off most.
Send a briefSatisfied customers buy again, recommend you and are less price-sensitive. Dissatisfaction rarely shows up as complaints; it usually appears as a silent exit. That is why satisfaction must be measured regularly and reliably.
We measure dimensions such as product, service, price, communication and after-sales support separately, and show statistically how much each one drives overall satisfaction and loyalty, so you can invest where it matters most.
Questions this research answers
- How satisfied are our customers and how is it changing?
- Which factors drive satisfaction most?
- How many customers would recommend us (NPS)?
- Which segments are most at risk of leaving?
- Are competitors’ customers more satisfied?
Methods we use
CATI and CAWI surveys
NPS measurement
Driver analysis
Importance–performance analysis
Coding of open-ended answers
What you receive
- Satisfaction scores by dimension
- NPS with segment breakdowns
- Importance–performance matrix
- Wave-on-wave comparison
Frequently asked questions
By the subgroups you need to report on (region, branch, segment) and the acceptable margin of error. We show the calculation in our proposal.
By phone (CATI), online (CAWI) or face to face, depending on the customer profile; most projects combine channels.
Yes, by including competitors’ customers and using the same questionnaire.
Let’s design the right study for your question.
Tell us briefly what you need; we reply within one business day.