Enhancing and maximising the perceptions and experiences customers have of your organisation’s service delivery relative to their expectations can help you build and retain a loyal and well-served customer base.
Rather than try to impose a prescriptive blueprint we aim to adapt our models and analytical tools to cater for the needs and objectives of individual clients, including those who are focused on maximising share of wallet amongst key customer segments and ultimately ROI through to non-profit making organisations who are more concerned about improving service delivery. Whilst we can focus on producing rigorous and benchmarked measures of satisfaction, we can add real value in helping to bed customer satisfaction measures into business processes and outcomes.
Key elements of a customer satisfaction model
There are a number of steps we can take to measure customer satisfaction:
- An assessment of the different levels of expectations of your customers and how these match up against their perceptions and experiences
- The importance and value that customers attach to different aspects of service delivery so that satisfaction reflects delivery on the service elements that matter most to consumers
- Individual customer ratings of different elements of service delivery which measure the gap (size and direction) between expectations and experience
- Analysis of the underlying drivers of satisfaction and dissatisfaction
- Identifying your most satisfied customers (your advocates) and spotting the trigger points which convert dissatisfied customers into satisfied customers and satisfied customers into your advocates
- Analysis which differentiates between the causes and effects of key drivers
- Benchmarking your positioning regarding your competitors and tracking your performance over time
Our consulting teams can help you gain maximum utility from our customer satisfaction research so that you can make informed business decisions to:
- Deliver continuous improvement in customer satisfaction
- Increase share of wallet among key customer segments
- Eliminate customer dissatisfaction
- Acquisition and retention of profitable customers
- Determine optimal customer service standards
- Maximise ROI through customer satisfaction strategies
