Services · Established Business
Customer Satisfaction
Customer satisfaction research is a systematic way of gathering feedback from your customers — to understand whether their needs are being met, and to identify areas for improvement.
Are your customers happy or not?
Least effective programs
Ask general questions, and cannot connect any feedback to a specific process.
Most effective programs
Focus on areas where customers feel competent to give feedback, with answers that relate to an element of the product.
Are your programs being done correctly?
We are especially sensitive to traps in design thinking.
01
Whether customers can isolate all elements of their experience
02
Respect for the longitudinal customer relationship
03
Questions appropriately timed with purchase
Are your programs actionable?
Sound programs follow a continuous improvement philosophy: questions are granular and actionable, and asked often enough to monitor change over time. We do not focus on a single score.