Satisfaction & Loyalty

You’ve won them over. Now what?

We’ll help you uncover how to make the most of the customers you already have and keep the most valued ones coming back.

Power lies in information, but can you have too much of it? Customer satisfaction and loyalty survey programs generate enormous amounts of data, not to mention what comes from internal transaction and CRM databases. What researchers and business teams are left with is the daunting task of analyzing the data, developing insightful content and getting the right information into the right hands, including a myriad of stakeholders such as store managers, executives, sales reps and more.

We help you make sense of it all by pinpointing and disseminating what’s important, creating more time to dive into the data and find those “aha” moments. Using a unique combination of interactive tools, strategic research and analytic expertise, we’ll uncover the root drivers of purchase behavior. You’ll discover how these behaviors influence loyalty, satisfaction, brand affinity, and value perceptions, and in turn, how to use this knowledge to increase share of spend or transform one-time buyers into repeat customers – the keys to profitability in a competitive age.

Use our research services to understand:

Drivers of loyalty & prioritized improvement opportunities
Customer satisfaction with a purchase
Call center satisfaction and feedback
Satisfaction with product features and benefits
Health of a sales or service relationship
Why you won or lost a client sale

Why Choose Us?

Take Action Immediately
SatisfactionPlus is an online reporting solution that not only helps you get meaningful customer feedback, but also puts that feedback in actionable form so people can immediately access it and do something about it. And as your database of feedback grows over time, you get a clearer view of what’s working and what’s not. The result is a powerful tool for improving service levels, operational efficiency and top-line sales.

Tailor Your Results
We go beyond standard reports to producing content tailored to any individual or role, affordably and efficiently. From executive PowerPoint decks to marketing content to operational area reports, you get data that you can actually use. We can also help you integrate client feedback with internal database information to provide custom analyses, such as performance modeling and linking satisfaction data to internal metrics.

Stand Behind Your Data
Results from satisfaction and loyalty programs are often used for compensation or performance evaluation, so the process and data are highly scrutinized. A single weighting issue or sampling problem can wreak havoc on results and internal credibility. Our research experts are experienced in sound research designs, robust sample frameworks and representative weighting schemes so you and your internal constituents know that the changes you see are real, not false positives.

Interview With Confidence
You spend a lot on your brand. No matter what the interview modality, whether it’s phone, online, IVR or mail, the last thing you want is a bad survey experience to damage your brand. Leveraging our experience and using best practices, we ensure your communications are phrased appropriately and optimally, interviewers are properly trained and your brand image is preserved. From fielding to analytics to report data, we focus on quality so you can focus on results.

Engage Your Audience
Where conventional online satisfaction surveys typically draw low participation rates, our interactive, visually rich surveys will keep your customers coming back for more. We build surveys with respondents in mind, through visual questions that are strong in engagement – resulting in deeper responses, higher completion rates and ultimately a greater willingness to continue participating in your studies.

Practice Experts

Ted Chen, Senior Vice President
Demitry Estrin, Senior Vice President