Research has demonstrated that the cost of acquiring a new customer is 5 to 7 times greater than retaining current ones. Measuring customer satisfaction and acting on the findings is the key to improving business efficiency and ultimately increasing sales.

We have a proven track record in monitoring customer satisfaction. We conduct a wide range of research from one-off studies to large-scale regular programmes for companies such as Microsoft and Compaq. Our approach is highly professional and we invest time in understanding your processes to design the right programme for you and deliver results in a format which you can action effectively.

Research is tailored to suit your specific needs for feedback and budget. Telephone interviews, e-surveys, face-to-face interviews and focus groups are all options we can provide. Identifying the Key Performance Indicators is a vital first stage to any customer satisfaction programme. We invest time in developing with clients a comprehensive list of KPIs, which will be used to benchmark customers’ levels of satisfaction.

Business benefits of customer satisfaction research

• Identify factors which could cause lost sales
• Identify areas of high performance or strengths
• Compare performance with that of competitors, as seen by customers
• Staff motivation - those performing well in customers’ eyes are acknowledged. Financial rewards may also be linked to customer satisfaction.
• Protect on-going revenue
• Build long term customer relationships
• Independent measure for management
• Using an independent company ensures objective and unbiased results
• Associated PR value