Channel Strategy Research - Customer Satisfaction

Customer Satisfaction and Loyalty

Satisfied customers, through their loyalty, are a major profit driver. However, dissatisfied customers remove the strength of business growth. Channel Strategy utilises a variety of methodologies to measure customer expectations, perceived quality and value, customer complaints and customer loyalty.

Customer Methodology

Telephone or face-to-face questionnaires, interviews or surveys are executed from a defined target list and take place in a consumer or business environment.

Issues

What service features does the customer define as critical to their satisfaction, continued patronage and longer-term loyalty?
What are the client's relative strengths and weaknesses in defined areas of competition?
Which customer segment is the most profitable and the driver of growth?
How do customers use your product?
What opportunities exist beyond my current market or niche?

Analysis

The customer report distils all the results and compares data with key pre-defined performance criteria. A competitor matrix and benchmarking process will illustrate company competitiveness and thereby identify which resources should be diverted to meet strategic priorities.