Why customer satisfaction (CSAT) research?

The construction, installation, and home improvement sector has reached its maturity in volume, which means that the growth of a brand is depending less on the growth of the market and more on increasing its clientele.

Keeping up with the competition and growing your share is becoming more and more challenging in the dynamic environment of this sector. Recent developments and trends make it very critical for suppliers and distributors in the construction, installation, and home improvement market to improve their customer experience (CX).

Customer satisfaction research forms the basis for action plans to continuously improve your organisation while keeping track of your competition.

  • How do the experiences of your customers influence your position in the market?
  • What makes your customer stay more loyal to you?
  • How do you make your potential customers come to you?
  • What changes can you make to improve the overall customer experience?

The answers to these questions regarding customer experience and satisfaction will have a significant impact on your business strategy and market share.

Case study

Customer Satisfaction

An internationally operating company for fitting technology and electronic locking systems aims to develop a marketing communication strategy for each business unit with the aim of improving marketing communication and thereby producing higher customer satisfaction, share of wallet, and loyalty. They see this as necessary, as their client base is decreasing, and competition is gaining market share.

Types of customer satisfaction research

Based on your needs, we use the following customer satisfaction research set-ups:

➜ Short NPS tracker

tracking satisfaction regularly (every month/ quarter/ year) among (own) customer segments across countries or product segments to find out to what extent your customer base would recommend your company/ products to others.

➜ Direct customer feedback

measuring satisfaction immediately after a service is introduced or executed, e.g. training, technical advice, repair.

➜ Extensive CX and CSAT research

tracking satisfaction, loyalty, and share of wallet to improve customer experience. This is also done regularly but focuses on improving the entire company and product/ service portfolio, including e.g., sales, marketing, logistics, after-sales service.

➜ Mirror research

measuring the expectations of customer satisfaction among your employees. By including this research, you can uncover gaps between how your people see how your company is doing, and how customers see it. If done correctly, it also creates your people’s commitment by giving them helpful insights to close the gaps and improve customer satisfaction.

USP is very competent and can be trusted


“In our studies I have experienced USP as a very competent and trustworthy partner”

Marie Wickmann Elkjær

Director, Group Marketing Communications, VELUX

Lots of knowledge makes USP easy to work with


“Nice people who think along with great industry knowledge”

Iris van Dam

Market Research Analyst, Engie

Contact us

For more information about our expertise and research on customer satisfaction please contact the responsible partner below.
We look forward to help you.

Contact our expert:

Zeynep Kutsal

Research

Customer satisfaction

How to increase your turnover through customer satisfaction?

Branding

The more distinct your brand is, the more valuable it will become.

Customer journey

A customer journey is a customer's personal experience with your company.

Product development

Provide your product development and design team with end-user insights

Market exploration

Gain the insights you need to be successful in new and potential markets

Pricing

Pricing is and always has been the biggest profit driver. We help you setting the right prices for your product

Segmentation

Better understand the unmet needs of you (potential) customers, identify growth opportunities and reach your target group in an effective way.

Market size

Quantify the potential returns of your investment by understanding the market size and setting realistic sales targets for new and potential markets

Driver analysis

Know which elements of the customer experience have the most impact on overall satisfaction, recommendation, and retention.

 

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