Research Services
Customer Satisfaction
Understanding the
Components of Customer
Satisfaction Research
We all know that it’s more cost-effective to retain a customer than acquire a new one. And unhappy customers have more outlets than ever to let people know just how unhappy they are. But on the positive side, happy customers also have more platforms than ever to spread positive word of mouth as your brand ambassadors. That’s why it’s so important to keep your finger on the pulse of your customers’ experiences – what delights them? What are their pain points? How can you serve them better?
C+R CSAT research equips clients with an understanding of where they’re excelling and where they need to step up their game.
over three decades of experience
Over the past three decades, we’ve conducted CSAT studies across countless industries. In addition to short-term CSAT studies, we’ve had the privilege of conducting continuous tracking studies for some of the biggest brands around. We have the infrastructure, systems, and security to handle all the logistics for projects of any scope.
You won’t find “one size fits all” here
We don’t force our clients’ objectives into a one-size-fits-all methodology or design, and we’ll never tell you how to define loyalty to your brand; we’ll work with you to determine criteria that make sense for your brand and your category. Whether it’s NPS, overall satisfaction, or a combination of factors, we’ll dig deep to get you the information you need – information that turns vulnerable customers into satisfied customers, and satisfied customers into loyal ones.
Drivers, Requirements,
Differentiators, and
delighters
Our CSAT studies come with a penalty analysis to help you understand where you need to grow.
We’ll show you your drivers, requirements, differentiators, and delighters:
- Drivers: areas that are critical and risky – if delivered well, they have a high reward. If not delivered well, there’s a steep penalty on satisfaction.
- Requirements: areas without a lot of upsides, but a steep downside if not provided well.
- Differentiators: areas that don’t lead to a big reward or a big penalty, and probably only matter to small groups. Tactically, these are often fine to ignore.
- Delighters: areas that can reap big rewards in satisfaction, without a lot of downsides if not improved.
Red Flag Reports
(Essential for any CSAT Study)
When a customer is unhappy, you need to know about it. Our Red Flag Reports can be sent on any time interval (daily, weekly, bi-weekly) and tailored to meet your specific needs.
For example, maybe you need a report that combines information from the customer database with CSAT survey responses, or perhaps you’d like us to include some additional open-ended feedback from “red flag” customers to help guide your team’s follow-up. No problem.
Red Flag reports are an excellent tool for strengthening relationships with your consumer base – customers are grateful to learn that your company cares enough to contact them directly to discuss and resolve their issues.
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