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Customer Satisfaction and Loyalty Research is a particular
specialty of Gundabluey Research. We have conducted such research
for a wide range of organisations over a number of years.
The key aims of this research are:
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To determine the relative importance of various issues
to customers |
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To measure how well the company and its competitors
perform on these attributes |
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To determine improvement priorities |
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To define appropriate strategies for addressing these
priorities |
These studies should drive the business planning processes
within an organisation, rather than simply providing a number to determine
bonuses.
Gundabluey Research uses a comprehensive approach that
ensures action is taken to improve the overall service provided to
customers. We work with our clients to ensure understanding and
ownership of the survey.
A typical process includes:
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Workshop with management to scope the full study |
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Group discussions with employees to identify the
nature of internal issues |
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Qualitative research with customers to identify the
key issues to be measured in the main survey |
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Quantitative research to measure actual satisfaction
and loyalty, service performance and importance |
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Analysis and reporting |
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Presentation, including a workshop with management |
Contact us for further information here. |
