Brandspeak are an experienced customer satisfaction research agency with over 20 years in the industry.
As a B2C or B2B organisation operating in a highly competitive market place you will already understand the importance of building customer satisfaction and loyalty.
But did you know:
82% of customers have stopped doing business with a company because of poor customer service.
Brandspeak specialises in customer satisfaction research. 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.
Customer Experience Analysis
But we won’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.
- The solutions required to address underlying customer experience issues – to the satisfaction of the customer and within budget
- The 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.
Depending on your requirements, we may use online customer satisfaction surveys, phone interviews and intercepts, to determine overall levels of satisfaction and loyalty.
Or we may use auto-ethnography, accompanied shops web-assisted surfs or depth interviews to deep-dive on elements of the overall experience, to provide further diagnosis.
MAXIMISE YOUR BRANDS PERFORMANCE
Our research toolkit is comprehensive! It contains all the latest tools and techniques, as well as lots of old
favourites. Whatever your project, we have the research solutions to provide the answers you need.