Customer satisfaction
Which of the following questions have not yet been discussed by any management:
“How do our customers evaluate our company and how close are we to our competitors?”
“What are the reasons to be unsatisfied with our company, respectively with our competitors?”
“How can my company attract customers, respectively how do our competitors attract customers?”
“How do we render outstanding customer relation and how do the competitors perform?”
“Which customer groups does my company target successfully and which customer groups apply to our competitors?”
“Which additional customer groups can my company target successfully?”
“From which competitors can we entice customers away, to which competitors could we lose customers – and to which extend?”
“Can my company make use of our competitors` failings? How can we take advantage of that?”
“Towards which competitors should my company develop strategies of defense respectively offense? What kind of strategies should we deal with?”
“How effective and efficient are our measures to increase customer loyalty?”
“How can we identify weak points as early as possible – before they become a real problem?”
“What are the critical factors, that cause propensity to switch to a competitor?” and
“How do we have to design the customer relation management to prevent failure?”
Accurate measurement → detailed analysis → interpretation to the point → wise, considerate and confident decisions → how do you get there?
The appropriate questions have to be asked, of course. But that alone is not enough! We create a measuring concept, tailor-made to your market and particularly with regard to your company, containing the appropriate questions and the adequate combination of approved descriptive and analytical tools.
- Checking the competition and the company in order to gain a detailed description of the company's strength and weaknesses
- Empirically determined customer-loyalty indices in order to quantify the risk potential
- Empirically proven customer-loyalty typologies for differentiating diagnostical analyses, based on the experienced customer satisfaction, the commitment, the present involvement, the likelihood to switch to a competitor, the general ambivalence and the perceived attractiveness of the competitors
- Specifical type and segment analyses to identify satisfier, dissatisfier and criticals.
Subsequent to that, the results will be interpreted impartially by our experts with analytical expertise and experience: at first sight irrelevant appearing aspects frequently turn out to be serious disruptive factors.