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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.

Tailor made

Our research is always customized to fit your needs and helps you answer your business objectives through insights and advice.

Leading industry experts

Leverage our 30+ years of expertise in the construction, installation, and home improvement markets.

Insights and advice

Our mission is to provide insights and advice, not just data.

Clients we helped with customer satisfaction research

What our clients say about us

Céline Pineau

Consumer insight researcher at Hager

USP is professional, responsive, didactic, and voluntary. It was easy to exchange my thoughts with them.

Gordana Faust

Market Intelligence Specialist, Rothenberger

The cooperation was perfect in every way, the project managers from USP have a lot of knowledge and are very reliable.

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.

Justyna Gudowska-Pohling

AC EMEA Customer Insights Manager at PPG

USP delivered the company good, useful business recommendations and insights, which have accelerated business growth.

Katrine Bruun Nielsen

Group insights manager at Velux

USP always works very structurally and professionally, and we always feel in good hands.

Mike Fees

Brand Manager EMEA at MTD

We highly value the quick response times, flexibility and overall market expertise.

Paul O’Dweyer

Global Consumer Market Development Manager at Bostik

Good working relationships between the project team, strong knowledge of the insights and findings from the fieldwork, presented and communicated very clearly in the report.

Renato Di Rubbo

Head of global Marketing Piping systems at Geberit

We value USP for the highly competent consulting, the pragmatic and uncomplicated process, and the high quality of its inputs.

Rina van Heck

Head of marketing and communication Netherlands at Reynears Aluminium

The project managers of USP understand our needs and helped us optimize what questions to ask to get the best results.

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.

Suzanna Lammerts van Bueren

Director Business Development Northern Europe at Somfy

USP thinks along and were able to, besides delivering the insights, brainstorm about the business opportunities.

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.

Research topics

Every customer satisfaction research project USP conducts is unique. However, there are some elements that are frequently part of our customer satisfaction studies.

Short NPS tracker

Tracking satisfaction regularly (monthly, quarterly, or yearly) among your own customer segments across countries or product segments to find out to what extent your customer base would recommend your company or products to others.

Extensive CX and CSAT research

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

Focused CSAT research: Product Satisfaction

Focuses on how satisfied customers are with the actual product or service they've received. It involves assessing quality, features, performance, and reliability.

Focused CSAT research: Service Satisfaction

Concentrates on the satisfaction related to customer service experiences, such as responsiveness, helpfulness, and the overall service interaction.

Focused CSAT research: Brand Satisfaction

Evaluates customers' perceptions and feelings toward a brand, including brand reputation, trust, and loyalty.

Focused CSAT research:Experience Satisfaction

Examines overall experiences with a company across various touchpoints, including online interactions, in-store experiences, and post-purchase support.

Focused CSAT research: Price Satisfaction

Assesses customers' perceptions of the value they receive in relation to the price they pay for a product or service.

Focused CSAT research: Post-Purchase Satisfaction

Focuses on satisfaction after the purchase, including aspects like ease of returns, warranties, and ongoing customer support.

Focused CSAT research: Channel Satisfaction

Explores satisfaction with specific sales or communication channels, such as website usability, mobile app experience, or in-person sales interactions.

Focused CSAT research: Employee Interaction Satisfaction

Evaluates satisfaction related to interactions with company employees, including courtesy, knowledge, and helpfulness.

Who benefits?

C-level professionals

Business development professionals

Marketing and market intelligence professionals

Investors and M&A professionals

How much potential is there to increase sales at our current customers?

USP can establish the current satisfaction of your current customers and how to improve it. Furthermore, we can assist you with understanding what the impact of these improvements would be on your wallet.

What needs and requirements of our current customers are still unmet or can be improved upon?

USP can investigate how satisfied your clients are with the offered products and services and what needs are unmet or could be improved upon. Based on this information, new products or service offerings can be developed.

What is the current customer satisfaction and NPS?

USP can assist you in the entire process of conducting customer satisfaction research. We can conduct your research simultaneously in multiple countries, utilizing the same methodology and questionnaire. Furthermore, based on our 30+ years of experience, we can benchmark the results against relevant other stakeholders in the construction, installation, and home improvement business value chain.

How satisfied are the current customers of a company of interest and how does this relate to the competition/general industry?

USP can assist with understanding how satisfied the current customer base of a company is with regards to the products and services offered and how this relates to the competition or industry standard. USP can advise on whether or not a company of interest has a healthy customer satisfaction level and NPS.

Our customer satisfaction experts

Dirk Hoogenboom

Manager Sales & Marketing

Zeynep Kutsal

Team Leader | Consultant


  1. Can USP benchmark the results of a customer satisfaction research with competitors and/or similar industries?

Yes, as a specialized market research agency specializing in the construction, installation, and home improvement market segments, we can benchmark the results of your customer satisfaction research with results from adjacent or relevant industries and, depending on the research set-up, also with direct competitors.

  1. What type of methodology does USP use when it comes to customer satisfaction studies?

This depends, of course, on your wishes! USP can conduct customer satisfaction studies both via online surveys and research by phone. In many cases, our principles have sufficient online contact details to conduct a survey online, but sometimes the response rate is too low or the database is too small. In these cases, USP can also conduct the interviews by phone.

  1. Can USP run a customer satisfaction research in multiple countries at the same time?

Yes, one of the added values of working with USP, besides our three decades of experience in the construction, installation, and home improvement segments, is that we can run our research projects in multiple countries simultaneously, utilizing the same methodology and questionnaire (of course in native languages).

Contact us

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