Conventional customer satisfaction research and metrics - used by most organizations - are poor predictors of customers' future behavior and the economic consequences. They tend to reinforce what the company is doing right, rather than pinpoint the most expensive sources of customer dissatisfaction.
Our audit services can tell you whether your current program is effective, such as whether it:
- Goes beyond customer attitudes to identify how attitudes are formed and how they will influence future behavior
- Pinpoints the specific causes of customer dissatisfaction
- Prioritizes sources of dissatisfaction based on potential financial risk
- Drives decision making around improving corporate profitability
Our Satisfaction Measurement Audits employ a number of tools we've developed and refined over the last 10 years to evaluate the efficacy of existing programs. These include:
- Best practices checklists and performance standards
- Market research industry best practices guidelines for the development, administration and analysis of survey instruments
- Comparisons of study results to our best practices data base of more than 90,000 customer responses in varying industries for gut-level validation
Here are some of the questions about your current programs that our audit can answer:
- Are your studies producing actionable findings?
- Are they linking results to financial impacts?
- Are they revealing the full cost of customer defections?
- Are they telling the company where to invest in order to protect revenue currently at risk?
- Are they objectively asking customers what is important to them, without leading them to the "right" answers?
- Are they sufficiently detailed?
- Are they uncovering true problem areas?
Most customer satisfaction measurement programs fail to produce useful results because they focus solely on the customer's attitudes; they fail to identify how those attitudes were formed and how those experiences will influence the customer's future behavior. Our audit can highlight those weaknesses in your current programs and recommend how you can improve them.
Approximate time frame: 2-8 weeks
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