91% of unhappy customers will never buy from you again (Liveworkstudio). The number one objective of any business should therefore be to create happy customers. Businesses that do, grow and flourish; those that don't, stagnate and perish.
Good Customer Service is essential, but has your brand worked out ways to make sure you actually provide it? What about measuring your customer satisfaction?
Our Customer Satisfaction Research is designed to help you win and maintain customers for life. After all, satisfaction usually leads to a customer returning and buying more. Repeat, loyal customers tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust.
In any customer loyalty research there will be quick fixes – actions that can be taken today or tomorrow that will have immediate effect. In the longer term, cultural changes may well be required to improve customer satisfaction and customer loyalty, and that is more difficult.
Developing a customer satisfaction programme is not just about carrying out a customer service survey. Surveys provide the reading that shows where attention is required but in many respects, this is the easy part. Very often, major long lasting improvements need a fundamental transformation in the company, probably involving training of the staff, possibly involving cultural change. The result should be financially beneficial with less customer churn, higher market shares, premium prices, stronger brands and reputation, and happier staff.
iReach.Global is an internationally orientated full research agency offering multi-country, multi-lingual research solutions. With offices in Dublin and London, iReach has been building knowledge and expertise in international market research for over 12 years and has become expert in conducting Qualitative, Quantitative and Digital research.