Customer Satisfaction

Why is it important to manage your customer relationships?

Satisfied clients consume more and are more profitable. But how to deal with the available organizational sources, which are limited, to optimize satisfaction? This is the question we are propose to answer.

The relationship with the clients is a “vital sign” to any company and may predict a future financial result.

    • Intensifying Drivers
    • Generating Satisfaction
    • Getting Loyal Clients
    • Generating positive word-of-mouth
      and rebuy

SATISFACTION AND LOYALTY PROGRAM

1

QUALITATIVE STAGE

SURVEY OF THE DRIVERS Survey of the attributes and detailing of the levels of each attribute. Creation of tangible, measurable and scales possible to activate.

2

QUALITATIVE STAGE

MEASURING OF IMPORTANCE AND LEVELS OF SATISFACTION
Measuring the Satisfaction and Loyalty of the clients through a quantitative stage. Tracking the main metrics.

3

MAIN OUTPUTS

  • NPS
  • Satisfaction and loyalty index
  • Influence of the drivers on the satisfaction and loyalty
  • Gross negatives
  • Client and benchmarks performance

4

MAPPING

OPPORTUNITY
Generation of an action plan through workshop developed exclusively for the client with a specialized team of moderators.

TWO PHASES OF COLLECTION

1st Qualitative Study

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Through depth interviews, we identify and comprehend deeply what are the attributes most valued on the attention and on the service model. The attributes are employed so that each point of the scale represents and opportunity of improvement on the tangible level of the service, being possible to activate.

2nd Quantitative Study

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With the attributes of the levels of service defined on the qualitative stage, we prepare the questionnaire in a way that the interviewees may not only evaluate the general satisfaction, but also understand how every service happens on a daily basis.

Evaluation of a client and a benchmark or of a competitor.