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Customer Satisfaction and Loyalty
Many organisations implement one or more techniques to measure customer satisfaction, loyalty and retention.
The key to generating information that can support strategic change and produce tangible results is development of an insightful knowledge of customer expectations and their motivation, combined with an efficient feed of information into your management processes.
Read more about our Total Experience Assessment
A bespoke and robustly designed research survey provides a core understanding of different customer groups; their specific wants and needs, and their loyalty to an organisation or brand. We also support measuring different degrees of customer retention and propensity to recommend through the use of a net promoter score, as part of an ongoing tracking survey.
Our process can establish the different loyalty ratings for various customer types; classified by gender, age, product or service type, for example. Our research can also determine key drivers within loyal customer groups to create satisfaction targets helping to drive loyalty. We then measure your detractors; the cost of customer disloyalty to your organisation for various customer groups.
Do you currently carry out separate employee and customer surveys? We can demonstrate significant payback of applying a common approach.
Maven can advise how to maximise return from your survey results or build a bespoke programme that links customer feedback directly into employee actions.
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Contact us to find out more about our customer research surveys
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