Research in satisfaction - Customer satisfaction
As markets are saturated and products and services more and more homogeneous, companies have to think of something to convince their customers, for satisfied customers are less likely to switch suppliers and offers. It is therefore essential to move customers from an attitude of indifference, which means that products or services are seen as exchangeable, to an attitude of approval.
Customer satisfaction leads to more willingness to buy, to loyalty and to positive word-of-mouth. If the customer is dissatisfied, however, this will result in complaints, churn or a widely communicated negative image.
The key to build lasting business relationships is satisfaction. An efficient cultivation of customer relationship management is based on the analysis of expectations and the fulfilling of these expectations by the company. Here we can help you with our competence and experience.
Customer satisfaction is not only achieved by the product or the service itself, but by all the experience a customer makes when he purchases the product or service, e.g. the contact to the staff. In our customer satisfaction studies we take all important aspects into consideration.
We also support you in implementing measures to increase customer satisfaction. The objective is that your customer appreciates your performance and that he judges the price to be reasonable, so that he remains loyal to you and your offer.