Trend Analysis tells you whether changes over time are meaningful.

Key Driver analysis identifies product and/or service attributes with maximum impact on overall satisfaction and loyalty outcomes such as renewal, repurchase, and recommendation. It's based on the correlation between attributes and outcomes, using linear regression as the primary statistical tool.

Kano analysis tells you which attributes are most important for customers who are highly satisfied vs. those who are highly dissatisfied.

• Basic Factors may be taken for granted and have no impact if they are generally satisfactory, but have a huge impact if they are missing or poorly executed. Your credit cards are a good example. You expect them to work properly, but if you run into a problem and cannot get it taken care of immediately, you are likely to be extremely unhappy with your credit card processor.
• Excitement Factors surprise and delight customers, who may not even know they want them until they experience them. For example, before HDTV, who knew that we would find the images on our old television screens dull and fuzzy? The new clarity introduced by HDTV became an excitement factor. Over time, though, their status can change. When everyone has HDTV, we'll take it for granted and it will become a Basic factor. So a year or two from now if you stay at a hotel that has HDTV, you probably won't even notice, but if it does not, you'll be asking for a room with a proper television.

We have developed statistical techniques to identify your company's Basic and Excitement factors. Contact us to discuss how this type of research can help you delight your customers and set you apart from your competitors.

Contact us:
By email: customers@surveycompany.com with your contact information and a description of your requirements
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