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Our Tool assists in the understanding of the key drivers of Customer Satisfaction and Customer Retention.
Our model integrates Customer Satisfaction (Sales) and Customer Satisfaction (Service) and its key drivers (eg Quality of Service, Product Quality, Price Perception, Value for Money, Overall Customer Satisfaction, Service Retention) and applies derived importance weightings to show graphically their relative importance on Customer Satisfaction, Service Retention, Customer Re-purchase (Customer Retention).
Customers can be segmented and the above model applied to each of these Customer Segments. Inputs to this model include Customer Satisfaction survey results, Service data and Sales data.
These results help prioritise and facilitate action for continual improvement in Customer Satisfaction, Service Retention and Customer Retention scores.
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