Customer Satisfaction and Loyalty

High levels of satisfaction/loyalty, advocacy and engagement result when experiences are positive, or exceed expectations. Since word of mouth is the most effective and least expensive form of advertising, high customer loyalty and engagement translate directly into savings, sales growth and profits.
  • What problems are impacting our bottom line?
  • What are the key drivers to keeping our customers engaged and /or loyal?
  • How well do we understand our 'Customer Corridor' in managing our customer relations?
  • Are our resources and assets being effectively utilised?
  • How do we compare to our key competitors and/or industry benchmarks?

Satisfaction, loyalty and engagement levels of customers, employees and other key stakeholders are much more than measures of people's experiences with your company, its processes, products, or its services. When tied to business/financial results they can be used as a leading indicator of company performance. They directly affect corporate growth and profitability, so measuring and managing them are crucial to effective day to day operations and long term strategic planning.

Trust your customers to the experts

We understand that customer research represents an important exercise in not only improving your bottom line performance, but also in public relations.

Our research consultants offer a depth of expertise and business thinking, accompanied by our national field team of business to business interviewers experienced in securing and conducting professional interviews with your customers (and other stakeholders).

ACE – Actionable Customer Engagement

Our ACE™ research programs provide feedback that measure the performance of your business from the point of view of your:

  • Customers (eg. external, internal, direct, indirect, non-customers)
  • Employees (who interface/interact with customers)
  • Other stakeholders (eg. channel, board, analysts, suppliers).

The ACE score provides an overall score of customer engagement. In addition to measuring performance of the more transactional elements of the customer experience, the ACE score also incorporates initial disposition, relationship and loyalty measures towards the company.

Customer/Stakeholder Loyalty

How strong are your current relationships with customers/stakeholders?

Within business to business and industrial markets, the level of partnership and quality of relationships are critical components to business success.

Results from ACE create a foundation for a successful retention strategy.

Our Relationship (Partnership) Ladder is a measure of the individual respondent’s advocacy; it's a measurement of “earned loyalty”. It enables you to understand the perceived level of partnership and trust your customers have with your company/brand, including whether any less engaged customers are likely to be spreading negative word of mouth about the company/brand.

A Net Promoter Score® (NPS®) is used as a measure of loyalty and can be compared against International Benchmarks. The Net Promoter Score® is a concept developed by Fred Reichheld of Bain & Company which is derived by taking the % of detractors away from the % of promoters based on the "likelihood to recommend" question.

Net Promoter Score®, Net Promoter®,  and NPS® are trademarks of Satmetrix Systems Inc., Bain & Company and Fred Reichheld.

Customer Value Analysis

A more indepth analysis of your competitive positioning identifying which competitors have superior value propositions.


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