CUSTOMER SATISFACTION RESEARCH

It’s not new information but it bears repeating – if a company wants to succeed it must meet the needs of its customers. Finding out whether those needs are being met is the focus of customer satisfaction research.

 Simply stated, customer satisfaction research identifies how well your organization is performing from the viewpoint of your customer.

This type of vital research ranges from a simple ( but not terribly effective or useful), customer satisfaction survey like the ones you find at restaurants,  to a complex system that ties into your organization’s service standards or benchmarks and measures satisfaction and performance over time.

At Matousek & Associates we approach customer satisfaction research using a carefully implemented, effective and reliable methodology. We find out what factors or attributes are important to your customers, we perform secondary research, design your customized questionnaire and then implement the survey by mail, phone, or online, depending on what works best for you.

One of the greatest values of this type of research is that it allows you observe significant changes over time and identify areas where improvement or adjustment is needed. You can also find out whether service or products changes you have initiated are working to improve perceptions of service.

To find out how customer satisfaction research can help you, call us.