Polaris’ Customer Satisfaction Research Offerings:

From Baseline Research to Customer Satisfaction Tracking Programs

With more than 20 years of customer satisfaction and loyalty research experience, and hundreds of large and small scale research programs under our belt, Polaris can help you build a high-quality customer satisfaction measurement program that drives performance improvement. We offer the following services related to building a quality measurement program:

Baseline Customer Satisfaction Research

• Qualitative
• Quantitative

On-going CSAT Tracking Research

• Relationship Surveys
• CSAT Tracking Surveys
• Customer Loyalty Surveys

The model above shows a customer satisfaction measurement system as part of the continuing improvement process. A measurement system offers management and quality teams information on how to improve service. While the on-going research can be based purely on the benchmark research, which typically has both qualitative and quantitative phases, it can be modified and enriched based on information gathered in employee and competitive positioning research. In addition, on-going measurements should be modified to reflect changes in management’s needs and strategies.

Contact us to learn more about creating customer satisfaction surveys.