To improve loyalty and experience you need to create an emotional connection with your customers – you need to identify and track their preferences and issues, what are their motivations and desires, how your company is performing and find out which customers are truly brand loyal and which might damage your brand. This is the core of our business. Half our work is in Customer Satisfaction for clients in industries like Construction, Finance, Technology and telecommunications, FMCG, Automotive and Chemicals. We provide a range of services including key driver analysis, assessment of brand image and expectation on the performance and what strengths and weaknesses customers perceive. Most often the Net Promoter Score (NPS), which is used by 60% of the Fortune 1000 companies today, forms a core part of the survey.
Our expertise in CATI comes into play here, as for B2B, High Net Worth individuals and rare target groups telephone is the best approach. It is difficult to find comprehensive panels and online is not always possible so CATI is the main tool.