Customer Satisfaction
A comprehensive understanding of how to satisfy and delight customers can propel companies to higher and more consistent levels of satisfaction, stronger loyalty, and greater revenue. Accordingly, satisfaction and loyalty measurement must provide a system of feedback for management, dialed in on the following integral components:
- Customer wants, needs, and concerns;
- Relationship of the company with its customers relative to competitors; and
- Impact of satisfaction and loyalty on company sales or revenue.
StrataMark works closely with clients to design research which measures the customer experience in actionable terms. Our survey instruments are thorough as well as efficient, minimizing interview length and reflecting expert study design.
In addition to a detailed assessment of performance and attribute importance on key variables defining the customer relationship, StrataMark advocates measuring the performance of key competitors as well. This competitive context substantiates benchmark scoring, enabling standards to be set which are truly specific to your company and industry. Knowledge of competitor performance also provides a basis for developing or refining customer acquisition strategies.
StrataMark recommends linking satisfaction research with customer revenue or sales whenever possible. Linkage Analysis, utilizing customer revenue or sales as the dependent variable, will allow for a better understanding of the key customer satisfaction elements that drive sales and revenue.
For some examples of our thinking and work with Customer Satisfaction, please click on the hyperlink below (to view in PDF format):