Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences.
It’s widely known, accepted and touted that an unhappy customer will tell far more people about their experience than a happy customer. Only a small number of unhappy customers will tell the company about their dissatisfaction with a product or service. a savvy business knows well that both satisfied and dissatisfied customers represent an opportunity.
global vox populi brings extensive experience in monitoring and analysing customer relationships and helping our clients transform customer satisfaction into loyalty and profit. We have the capability and analytic expertise to determine the key drivers of satisfaction, loyalty and to evaluate our client’s performance against multiple criteria.
We’ve worked with eminent professional organizations to gain a deep understanding of member, client and other key stakeholder satisfaction. Our analysis includes demographic comparisons and non-member research, always performed by researchers with deep sector expertise and delivered with actionable recommendations and insights.
global vox populi takes the discussion of customer satisfaction to where it should be–to the impact on your bottom line.
A well-executed customer satisfaction research survey is the first step toward gathering the baseline insights for creating and reinforcing pleasurable experiences.
customer satisfaction research solutions:
- measuring customer satisfaction
- overall satisfaction measure (emotional)
- loyalty measurement (affective, behavior)
- affective and cognitive measurements
- intentions to repurchase measurements (behavior measures)
- post purchase evaluations
- periodic satisfaction surveys
- continuous satisfaction tracking