CUSTOMER SATISFACTION
From Ratings to Priorities

 Survey ratings alone do not tell the full story. Focusing only on the lowest-rated items or the comments of a few disaffected customers may lead to spending money needlessly on things that matter little to your customers.  To make decisions, you'll want to know:
  • Do satisfaction ratings differ significantly for different customer segments?
  • For ongoing survey programs — how do customer perceptions change over time?
  • What service or product attributes are critical for increasing customer satisfaction and loyalty?
  • What do your customers have to say about your strengths, weaknesses, and future directions?
  • How do customers see your offerings compared to competitors?

We use powerful statistical tools - Key Driver and Kano Analysis in particular - to tease out the real meaning of averages and percentages. These tools can determine which specific attributes -whether rated, high, low, or in between - actually drive customer overall satisfaction and loyalty. With these tools you’ll learn what changes to make to increase both satisfaction and loyalty and maximize your Return on Research (ROR).

Contact us:
By email: customers@surveycompany.com with your contact information and a description of your requirements
Toll free: 877-666-2486
Direct: 1-425-747-4860
Hours: 8 a.m.-4 p.m. Pacific time
Satisfaction vs. Loyalty
 Statistical Analysis
 Getting Started