Customer Satisfaction Analysis
The meaning of customer satisfaction for your business goals
Customer satisfaction is the positive result of a comparison between what a customer expects from you and what he actually get.
A high degree customer satisfaction stands for the future of every market-directed enterprise. Customers are usually also loyal customers and secure you a continuous, lasting success. For:
- the rate of a follow-up purchase increases the more familiar and content the customer is with the products and services you offer
- content customers are less sensitive towards price changes as customers not content
- the customer bond is strengthened and decreases the rejection rate
- decreasing costs for marketing and distribution you have to pay for business connections
- high customer satisfaction has a positive effect on the image of the enterprise and consequently reduces the acquisition costs for new customers.
Objective of the customer satisfaction analysis
Customer orientation in trades, services and production is focused in business-strategic considerations today. This is increasingly valid not only in consumer segments but also in Business-to-Business-markets. Largely homogeneous products and new competitors are also increasing the competition pressure here - and this with ever rising demands of customers.
- Recognize how your customers perceive your strengths and weaknesses of your entire company, your products, your services, your sales personnel, etc.
- Compare the importance of individual criteria from your customers' points of view with their satisfaction with these characteristics
- Uncover trends early through periodic polling cycles
- Win detailed information about purchase-decisive elements before your competitor uses this knowledge for improving his position
- Learn to understand the attitudes, experiences and wishes of your customers
- Satisfy your customers exactly there, where service is “paid” in customer fidelity
- Combine the internal (employees') and external (customers') voices to get a meaningful picture of your company
- Use the suggestions of your customers for continuous improvement of your products and services
Our services
We support you with complying with the always more important expectant demand for customer proximity. On this occasion, frequently following elements are to be examined:
- “Global satisfaction”
- Significance of single elements of satisfaction
- Meaning and priorization of individual elements
- Unvoiced complaints
- Complaint satisfaction
- Reference potential
- Repurchase behaviour
- Improvement potential.
Polls are a reliable method for the investigation of customer satisfaction. We offer the following polling variations:
· personally addressed
· POS and exit interviews
· telephone interviews
· in writing, fully or partly standardized questionnaires
· via e-mail
· internet, via home page
· actual paper questionnaires
After the realization of a pretest with a selected range of customers we will optimize if necessary to produce all the best possible results.
We are happy to make you an offer for a concept of your customer satisfaction.