Customer Satisfaction Research – How we do it

We hold initial meetings with our clients to achieve the following:

• Clarify research requirements and potential areas to measure
• Understand current processes and business characteristics
• Select appropriate customers to gain feedback from
• Recommend and agree an appropriate sample size
• Provide a full project schedule to include timelines and deliverables

• The key drivers of customer relationship performance are identified by conducting a number of in-depth telephone interviews with a sample of your customers
• The output of these interviews are clearly defined Performance Areas and the individual Performance Attributes that determine your customer relationships

• An online survey with a combination of ratings and “open text” boxes is used to gather customer feedback on how they rate your company on the agreed Performance Areas and Attributes
• The [popup_anything id=”646″]measured are those we defined from the earlier qualifying interviews

Output of results include:

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• A measure of performance for each Performance Area and Attribute
• Verbatim comments providing further insight into the ratings provided
• Identified customer relationship strengths and areas for improvement
• Data analysis and recommendations to help you drive stronger customer relationships