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Relationship-Based Customer Satisfaction Measurement

Polaris Marketing Research is fully experienced in creating and revising customer satisfaction measurement programs of all types. Relationship-based customer satisfaction measurement often simply referred to as general customer satisfaction research, encompasses the entire customer relationship, from price and availability to customer service. In cases where measuring and improving the customer interaction is critical, a transaction-based customer satisfaction survey program is typically undertaken. At Polaris, most of the relationship-based customer satisfaction research we perform incorporates elements of customer service satisfaction, but customer service questions typically represent just a portion of this type of survey. Measures we usually include in our relationship-based customer satisfaction measurement programs include customer satisfaction with:

Price Quality Availability Performance Value

Customer service & support Your ability to deliver what was promised Your ability to meet customer expectations Competitive products & services

Incorporating Customer Loyalty into your Customer Satisfaction Research

A high-quality customer satisfaction measurement program will help you understand how your company performs on those measures found to drive customers loyalty. By combining your scores for customer satisfaction, likelihood to repurchase and likelihood to recommend, Polaris can help you establish a customer loyalty survey and an index to benchmark from. Once you understand your current strengths and weaknesses relative to your competitors, then you can change the internal policies, operating procedures and systems that are hindering your company from delivering a product and level of service that create loyal customers. By incorporating customer loyalty into your customer satisfaction measurement program, Polaris can help you establish and track your performance on the critical elements found to drive loyalty.

Contact us to learn more about Customer Satisfaction Measurement.