Measuring customer satisfaction and loyalty

Customer satisfaction and loyalty are classic themes of market research - classically used methods, however, are not the key to gaining true knowledge. The challenge begins with the understanding of these complex psychological constructs. Questions regarding this can be correspondingly complex: How satisfied are your customers? What factors determine or influence their satisfaction? And how do they affect each other? What phases does a customer journey have and what effects do brand touchpoints have? What are the key drivers and influencing variables of a purchasing decision? How can you improve the perception of the customer relationship for your customers? And how do you achieve real loyalty?

In order to provide you with answers to these essential questions about customer satisfaction and loyalty, we work with a holistic model. We believe that several influencing factors, their interactions, relevance, probability of occurrence and modes of action must be mapped in order to understand your customers, their behavior and needs - and not all aspects can be surveyed via a direct questionnaire. Linked to a comprehensive understanding of the purchasing process, including underlying psychological phenomenon and our capabilities to capture all relevant aspects, we derive the actions suited to your situation from the results. 

Your challenges are our incentive - please directly contact our specialist Jens Krause!