As a B2C or B2B organisation operating in a highly competitive market place you will already understand the importance of ensuring that your customers are happy with what you provide and the way you provide it. Just in case though, here is a very thought-provoking statistic:
82% of customers have stopped doing business with a company because of bad customer service.
Brandspeak is a specialist customer satisfaction research company. On behalf of our clients we measure customer satisfaction and loyalty. We track these metrics over time so you can monitor how your customers think you're performing.
But we don’t just tell you how your brand is performing, we can help you improve it too, by identifying:
Individual touchpoints and issues responsible for depressing satisfaction levels.
The impact of those issues on potential purchase and loyalty.
Minimum fixes required to address underlying customer experience issues - to the
satisfaction of the customer and within budget.
Customer experience issues that have a disproportionately positive effect on satisfaction metrics.
By delivering all of the above we can also tell you a lot about your customers’ attitudes to customer service and brand experience delivery. We can tell you what they value most so you know where to invest in experience delivery. And we’ll tell you if there are areas of customer experience delivery where you can actually afford to scale back investment without affecting satisfaction levels.
Our approach to customer satisfaction and loyalty assessment covers both digital and non-digital environments.
In the first instance, we may use online customer satisfaction surveys, phone interviews and intercepts to determine overall levels of satisfaction and loyalty.
Then, using the insight gathered, we may use focus groups, depth interviews, accompanied shops or phone interviews to deep-dive on elements of the overall experience, to provide further diagnosis.