Custom research
Customer Satisfaction
Would you like to increase your turnover by improving customer satisfaction in the construction, installation and home improvement sector? USP has over three decades of experience conducts customer satisfaction research in these markets to help you succeed. Enhanced customer experience and customer satisfaction is a key factor that helps a brand stand out and grow its market share.
9
client satisfaction
1.2m+
respondents
45+
countries covered
30 yrs
experience
Clients we helped with customer satisfaction research
Why Customer Satisfaction Research?
Customer satisfaction is not just about a good score; it’s about customer-centricity, growth, and understanding where revenue is left on the table and how to improve it.
Grow your Share of Wallet
Satisfied customers spend more with brands they trust. The higher their satisfaction, the larger the share of their budget they allocate to your brand. By increasing customer satisfaction, you don’t just retain customers, you grow revenue within your existing customer base.
Stand out through customer excellence
As products become increasingly similar, differentiation through features alone is no longer enough. Customer excellence is what sets brands apart. Delivering outstanding service creates a meaningful distinction and competitive advantage that is hard to copy.
Identify pain points
Hidden pain points in the customer journey can quietly undermine satisfaction and loyalty. Customer satisfaction research helps you uncover the moments where customers experience frustration, confusion, or drop-off.
Why USP?
Whether you need in-depth insights into customer experiences or robust data to track performance over time, we design a research setup that delivers actionable results.
01
USP has extensive experience in customer satisfaction research among the B2B and B2C market and can reach difficult target groups. We know how to speak the language of your customers and how to translate their feedback into strategic insights.
02
With our 30+ years of experience in the construction, installation and home improvement sector, we can benchmark the results against industry standards.
03
USP operates globally and can conduct customer satisfaction research worldwide.
Our research process
A proven methodology that delivers actionable insights on time and on budget
Discovery
We dive deep into your business objectives, target audience, and key questions to design the perfect study.
Design
Our experts craft a tailored methodology, sampling approach, and research instruments.
Fieldwork
Data collection across our global panel with rigorous quality controls at every stage.
Insights
Translating the data into actionable insights and recommendations to help achieve your business objective.
How do we do it?
USP has its own model for customer satisfaction, measuring important KPI’s. Each research is tailor-made to provide the insights our clients want and need.
Customer Satisfaction
Measures the overall impression customers have of your brand and its competitors based on their complete experience.
Customer Experience
Measures the quality of interactions across all touchpoints for your brand and its competitors.
Customer Advocacy
Measures the likelihood of customers continuing to choose and recommend your brand compared with its competitors.
Customer Effort
Measures how easy it is for customers to do business with you and its competitors.
Benefits of working with USP
Customer satisfaction research does more than measure a score: it provides direction. By acting on customer feedback, you move from reactive problem-solving to proactive performance management.
Turn satisfaction into growth
Satisfied customers do more than stay loyal; they spend more and recommend your brand to others. By strengthening customer satisfaction, you can increase share of wallet among existing customers and turn them into powerful brand ambassadors.
Benchmark your performance
By benchmarking customer satisfaction over time and against competitors, you gain a clear view of where you truly stand in the market. This helps you track progress and spot opportunities to outperform competitors.
Focus on what truly matters
Not every aspect of the customer experience has equal impact. We help you identify the elements that truly drive satisfaction and loyalty. With these insights, you can prioritise resources effectively, strengthen customer relationships, and accelerate sustainable growth.
What our clients say about us
Gordon Murray-Smith
Market Intelligence and Insight Manager at BMI
USP is a trusted supplier of BMI as they understand our business, are professionals, and are pleasant to communicate with.
Rina van Heck
Head of marketing and communication Netherlands at Reynaers Aluminium
The project managers of USP understand our needs and helped us optimize what questions to ask to get the best results.
Armin Dipping
Senior Manager strategic and international Marketing at Gira
With the Electrical installation monitor reports we receive from USP we get an overview and first insights on behaviour, relevant topics and trends in the electrical installation industry.
Catrin Klein
Head of Customer & Market Insights at Hilti
The Contractor monitor reports that we receive from USP provide insights that are fact-based and highly relevant. The reports are easy to assimilate with our internal audience and set foundation for deeper discussions.
Henriette Drægert Grønning
Senior Business Development Manager at Grundfos Holding A/S
Professionalism and always keep the deadlines
Johan Gijsman
Group Director Marketing, Walraven Holding
We have been using the mechanical installation monitor issued by USP for many years for the planning of our strategic initiatives.
Sarah Hawke
Global Group Consumer Insights Manager at Stanley Black & Decker
We have worked with USP in the past and have had a great experience. They really know our business well.
Zsolt Kovacs
CEE Market Research Analyst at VELUX
We needed an agency that speaks the same language as our target groups and found this in USP.
Contact us
Send us a message
Please contact our office or fill in the contact form and our specialists will contact you.
PHONE
+31 10 2066900ADDRESS
Max Euwelaan 51
3062 MA Rotterdam