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.
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.
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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
