satisfaction

How satisfied are your customers truly?

How likely are your customers to remain your customers?

What are your leverageable strengths?

What areas are most important for you to improve in to keep your customers?

MarketVibes helps you determine why customers buy your products, and also how satisfied they truly are with your offerings, as well as their willingness to remain a customer.  Our goal is to help you continually improve your products + services, and build long-term brand advocates.  It takes years to build a brand, yet only one bad experience for a customer to defect.  With today’s technologies, bad reviews travel faster than ever.  Thus it’s important to continuously monitor / track how customers feel about your brand and your products / services.

Learnings

• Understand how satisfied your customers truly are.

• Assess how your product or service fares vs. other choices within your category.

• Understand how loyal your customers are, or not.

• Understand what products or services you can leverage vs. needing attention to ensure their loyalty.

Possible Methods

Depending upon market information readily available to you and your company’s past experience with customer satisfaction research or CRM, this is typically an area that needs both Qualitative and Quantitative methods of research to define and measure areas of your products or services that are “touch points” with your customers.

Qualitative Methods via Focus Groups, Triads or One-on-Ones – Discussions oftentimes need to take place in the most objective and anonymous manner with your customers.  The goal is to pinpoint “touch points” for your products or services and image perceptions that bubble to the surface.

Quantitative Methods via Online, Phone and Mail Surveys – Most often, measurements are quantified among a large number of customers and benchmarked against competitive brands or companies. MarketVibes can help you determine what to measure, as well as, how to interpret and utilize key results.

MarketVibes Contributions + Successes

MarketVibes has conducted numerous customer satisfaction, benchmarking, loyalty and tracking studies within a variety of industries.  Additionally, our President has been a recipient / user of satisfaction and loyalty research outputs, and a senior researcher for one of the largest customer loyalty consulting firms.