|
Customer Satisfaction Research
More than 20 years of satisfaction data and more than two million data points from customer satisfaction survey research including a wide range of industries have been correlated to develop one of the most comprehensive models for customer satisfaction measurement anywhere.
Our research covers not only the front line customer service experience but all of the organizational factors which have an influence on the most critical customer satisfaction behavior: Return and Recommend rate. R&R means the degree to which a customer would buy again or recommend you to others.
The methodologies we have developed are effective at predicting your R&R rate which can range from a negative -1000% R&R (you're well known as the worst) to a positive 1600% R&R- (You are known as the best and your customers tell everyone they know, who tell everyone they know etc.).
This information is critical for today's competitive business who needs to understand the potential impact of product and service decisions, what it will take to get customers to come back, and how to beat the competition1.
Ten domains of satisfaction have been identified which continue to be validated with every study we do no matter what industry. These domains of satisfaction work together to form a highly integrated 'set' and define the complete landscape of the customer satisfaction experience. If a perfect score of customer satisfaction is '100' , then a '10' must be scored in each of these areas.
Each of the 10 domains of satisfaction carry a different weight in the mind of the customer, depending upon the product or service delivered. The combination of scores in each of the ten domains of satisfaction creates an overall satisfaction score which is plotted on the Satisfaction Behavior Curve2 and corresponds with the 'Zone of Satisfaction'3 and Return and Recommend rate.
Identification of these factors was the result of the analysis of literally hundreds of satisfaction surveys and we continue to collect data on an ongoing basis to futher validate our models and findings.
1. What Customers Want! Fundamentals of Satisfaction For Your Enterprise by Bart Allen Berry, Aquarius Publishng 2003
2. Customer Satisfaction Behavior Curve, Berry 1997.
3. Berry 1997, Zones of Customer Satisfaction
We are a customer satisfaction survey research firm that also works with the internal customer- the employee. Our employee satisfaction research and job satisfaction research applies the dynamics of a customer supplier relationship, as well as the typical organizational measures of employee satisfaction such as employee motivation, employee attitude, employee retention etc. In this respect, aside from franchise type operations, we believe scientifically, that every organization is a unique combination of demographics, skills, and other human factors. We are not believers in the validity of providing 'normative data'.
We continually collect data from our clients and others to enrich our ever widening database and keep us on the forefront of customer satisfaction research.
|
