Consumer Satisfaction
The issues
| We've
been conducting customer satisfaction surveys for many years now,
but are we looking at the right things? Are we taking the right
conclusions? |
| We've always got our data on customer satisfaction levels from a collaborative study but now want to introduce our own monitoring solution. All market research institutes promote their model as the best. What do we need to watch out for? |
| The
results of our annual customer satisfaction surveys are
consistently 'good', yet we lose a lot of customers to our
competitors. Does the data perhaps contain more insight? Are
we getting most out of the data? |
If these are questions you are asking yourself, contact us. We help our clients analyze and derive powerful insights from their customer satisfaction data. As we do not entertain our own field institute, we can independently examine the surveys behind this data, both in terms of their design and the methods used. Alternatively, we can develop a completely new survey for you, specially tailored to what you want to achieve.
Project examples & Impact
Automotive: Our client is a leading international OEM that has been participating in syndicated surveys for a number of years which deliver data on customer satisfaction. In the past, mainly descriptive reports had been prepared on this basis - our analysts came in and carried out extensive context analyses and, based on a modern, statistical method, developed a model that shows satisfaction levels in relation to individual product dimensions and customers' decision-making processes when it comes to purchasing their next car.
Traffic and transport: The client, a regional public transport provider of light rail and buses, has been conducting annual customer surveys since the mid 1990s and deriving recommendations for action for its operational areas from these surveys. The statistical models used by the client were not capable of establishing any correlation between image, quality, and value for money and customer loyalty, although such a correlation had been long suspected. It was not until Analyx came along and provided a new statistical method that this correlation was confirmed and offered the client new strategies for improving its processes and marketing initiatives.
TelCo: A TelCo company had extended its product portfolio and wanted to implement regular customer monitoring as part of this line extension. From our extensive industry experience and the cancellation prevention projects we've already carried out for this same client, we are well aware of the critical factors relating to the retention of customers, and were thus able to develop a customized, comprehensive monitoring solution - including a model to predict the risk of cancellation, which was tried and tested during a two-year test phase. Read the detailed case study.
What is special about it
Our consultants combine extensive industry experience and specific knowledge about the relevant factors relating to customer retention, which means that our customer satisfaction monitoring solutions always focus on the key aspects and processes. In addition, our expertise in behavioral science and statistics guarantees that our survey concepts and questionnaires are state of the art.
Our competitive advantage in online reporting systems 'on top' of existing market research data, e.g. applying our product SlideWorx, ensures excellent results.
And finally, we have a first-class team of analysts and statisticians who can derive the maximum information about customer retention factors and the loyalty of your customers from data on customer satisfaction levels. Contact us!