Survey data is just the raw material.
What our clients really want is our
interpretation and analysis of the data to provide actionable
information: What can we learn from it? What actions does
it suggest that we take to improve customer satisfaction with
what we offer?
Our analysis process starts by performing
statistical tests to reveal relationships or differences in
customer ratings of your performance on different product
and service attributes, and how they affect overall satisfaction.
We compare your performance to your peers, utilizing our Benchmark
database to describe how your performance rates on a relative
basis. We identify your customers' product and service priorities
and we compare these to their perceptions of your performance
through Quadrant Analysis. We look for gaps in performance
versus expectations in our search for major opportunities
for improvement.
We augment our analysis of the quantitative
survey data with careful study of the qualitative information
– the comments and observations made by your customers. These
are an invaluable source of insight into the reasons behind
their ratings. In most cases, our analysis is aimed at identifying
the key drivers of satisfaction – those product or service
elements that are most closely related to customer satisfaction.
Our clients benefit from the perspective
of our years of experience with a wide variety of clients.
Applying our knowledge, our goal is to deliver actionable
results – information you can use to create change that will
improve your competitive position and your bottom line.
To learn more about our Analysis Process,
please Contact
Us.
"Thank you for
the excellent job on our customer satisfaction benchmarking
project. Each phase of the project was handled smoothly and
professionally, from creation of the interview guides, to
the selection of the participating companies, right through
to the analysis and interpretation of all the data."
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