Client satisfaction | Crystal Research
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Client satisfaction

One of the most common and least questionable marketing truths is that keeping a client is less costly but at the same time equally important as getting a new one. Clients are getting more and more demanding and companies which care about their satisfaction establish themselves in trade.

Knowledge of the reasons for dis/satisfaction, evaluation of the means of interaction and consumer insights is one of the most valuable information a brand can own today. Our approach is a combination of regular monitoring of quantitative satisfaction markers (indexes of satisfaction, loyalty, equipment simplicity rate and recommendation) and a qualitative in-depth look at the “customer soul”.

 

What questions shall be answered?

 

  • What is the overall satisfaction of your clients? What is the overall satisfaction like compared to your competitors?
  • What is the proportion of the most satisfied clients who act as your ambassadors?
  • And what is the proportion of the least satisfied clients?
  • What are the key reasons for dis/satisfaction? What are your strengths and weaknesses from your clients´perspective?
  • What are your clients´ recent experiences like? What do they miss and what would they welcome?
  • How important are various means of communication with your company?
  • How are your competitors perceived by your clients as well as their own?

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