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.
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