Methodology > Private sector > Customer satisfaction and loyalty studies

Private sector

Customer satisfaction and loyalty studies

As it costs 5 times less to retain a customer than to acquire one, companies should pay close attention to the defection rate of their customers and find ways of reducing it. It is essential to regularly test the opinions and attitudes of consumers, distributors, and other partners in the buying cycle. It is known that behavior changes usually follow attitude changes, so analyzing public opinion towards a company can help save time.

This is why we offer customer satisfaction barometers. In our opinion, a customer satisfaction barometer should not only measure customer satisfaction but go as far as proposing concrete actions with measurable effects. The measure of customer satisfaction is only of real interest if it enables you to retain the customer and establish his loyalty. For this, two conditions must be met:

• It should be predict customer loyalty
• Il should indicate the measures to be put in place to optimise the results:
  • by identifying and prioritising the actions to be taken;
  • by measuring the impact and checking the consequences of these actions on customer satisfaction and loyalty