We systematically analyse the satisfaction of your customers.

For this purpose we reconstruct the decisive phases of the process and the relevant points of touch between your customer and your company. These are represented in a questionnaire.

Additionally we ask for critical incidents, for particularly positive or negative experiences which have a strong influence on customer satisfaction.

The multitude of detailed results will be condensed and edited.

We will develop an individual Customer Satisfaction Index (CSI) for your company. Alternatively established index systems can be integrated.

Relevance analysis: We check which features have the strongest influence on customer satisfaction and customer retention, that is to say, which features are the most important.

Action-relevance-matrix: We compare satisfaction and relevance of a feature in a matrix. Features with low satisfaction and high relevance can thus be identified and constitute the focus of future improvements.

The results of the customer satisfaction survey will be prepared geared to the target groups. For this purpose we use proved reporting formats, from branch reports to top line reports.