Satisfaction Measurement & Modeling: Actions for Building Your Consumer Base and Brand Loyalty
No matter what business you are in, your customers are your lifeblood. They demand a consistently high-quality product accompanied by outstanding service from you in every aspect of their experience. From initial contact through the sales process and ongoing service, the most successful businesses are those that generate loyalty by providing service that continually exceeds expectations.
RTi’s proven, multiphased, dynamic approach has been providing actionable learning to Fortune 500 clients for more than 10 years.
RTi specializes in developing the appropriate satisfaction measurement program: starting with determining what constitutes satisfaction among your customers and culminating with an ongoing measurement program to ensure a positive return on your investment in customer care.
Our Satisfaction Measurement & Modeling program is more than just research – it is a comprehensive business process targeted at building customer loyalty.
- Define — Identify the vision for the satisfaction and loyalty program, determine perceptions of the ideal customer experience at each “moment of truth” and overlay customer needs and expectations to build a satisfaction/loyalty model.
- Measure — Build survey instrument; conduct research based on the satisfaction/loyalty model.
- Analyze — Insightful multivariate analysis and modeling focuses on prioritizing the service dimensions that drive satisfaction and loyalty.
- Validate — Reassess customer perceptions on a regular basis and use that learning to measure process improvement, as well as to fine-tune the model as your company evolves.