Satisfaction Survey Services Company in Delhi, India

A tool to measure satisfaction levels among stakeholders (such as customers or employees) and develop way ahead strategy with respect to a product, service or company.

Key Objectives addressed through this tool are –

  • To understand the manner in which current satisfaction levels are impacting the overall performance of the product / company
  • To get a detailed understanding into various issues that are relevant to all stakeholders, and of these, which ones have a significant impact on satisfaction and retention
  • Identify areas requiring improvement and work on them to make the product as the ‘Customer delight’

Key Deliverables include

Deliverable 1– Performance Index

  • One-number-tool as management information (Balanced Scorecards etc..)
  • Multiple dimensions/ questions included
  • Independent of element performances
  • Benchmarking (internally and externally)
  • Applicable to all groups of stakeholder, due to the concept of the formula

Deliverable 2– Typology of Customer Experiences

How customers experience the business performance of the company. The typology describes the customer base with four relationship types built on different customer experiences.

Deliverable 3 – Customer Satisfaction versus Customer Retention

Strengths and weaknesses are not the only deciding factors, but rather above all what is important and relevant for the customer.