Customer satisfaction and loyalty
Customers' satisfaction with a product or service is an area of particular concern for companies and is also an important driver of customer loyalty and willingness to recommend.
According to the confirmation/disconfirmation paradigm model, it is generally assumed that customer satisfaction is generated primarily by the fulfilment (or ideally, exceeding) of expectations for a product or service. Many companies strive to create a reality (actual subjective customer experience) that surpasses the individual target status (customer's personal expectations) to generate a positive experience and state of enthusiasm for the customer. This relationship between actual and target is often at the heart of a customer satisfaction survey. The gap can be measured using different methods in terms of the data collection tool or statistical process.
Companies use psychological retention strategies or more traditional methods, such as rewards or points systems, to foster customer loyalty. Of course, in many cases, a combination of these two approaches is used. A suitable survey tool allows you to measure the preferences of your customers, or specific customer groups, and their reactions to these two concepts. In turn, this reveals correlations between loyalty-building strategies and actual customer loyalty.
The Rogator Customer Monitor
The Rogator Customer Monitor uses a standardised method to compare satisfaction and loyalty among different groups of customers. Regular repetition of a customer survey using this key performance indicator-based method helps the company to improve critical business functions, such as product development, service, sales and marketing, and thus increase customer satisfaction and loyalty. The results provide a useful starting point for time series comparisons and external benchmarking.
We will be happy to present the Employee Monitor and associated benefits to you in more detail at an individual meeting. Our Market Research team looks forward to your call.