Customer Satisfaction Measurement

"Provided a top quality service in a cost effective manner"

Essential to a customer focused business strategy is the measurement of satisfaction. Satisfaction engenders loyalty, which improves profitability. Measuring satisfaction through dedicated research goes beyond the other measures of sales volume and value, market share and internal performance indicators. It is:

  • An absolute business necessity in a competitive environment.
  • A snapshot to assess whether current business operations are on track.
  • A rich source of knowledge to feed organisational change in planning, implementation and control.
  • A barometer on changing customer requirements, which can be otherwise lost in the delivery of existing services and products.
  • A valuable tool to improve customers' disposition to an organisation, simply through listening to them.

We determine your customers' requirements through qualitative research and define what is vitally important to them. The next step is to select a valid and reliable sample of your customers and research to measure performance in the areas that matter most to them.

We can conduct customer satisfaction measurement projects to assist you in your attainment and retention of quality standards or just as part of your ongoing business and marketing processes.

    Illustration based on original artwork by
    Paul Edwards