Customer Satisfaction

A well-designed customer satisfaction and loyalty program is critical to the success of a brand or company. Whether your goal is to acquire new customers, maintain existing customers or maximize earnings from current customers, MRSI can design satisfaction and loyalty research that provides valuable information to leverage your brand.

Our complete view of customer satisfaction and loyalty measurement includes building a foundation to understand customers, ongoing measurement of satisfaction and development of an action plan to improve satisfaction and loyalty among current customers and to acquire new customers.

• Build a Foundation - Identify the needs of the consumer and understand how well your brand is delivering
• Measure Satisfaction - Monitor the pulse of your brand's performance to detect improvement opportunities and track competitor performance to guide customer acquisition initiatives
• Develop an Action Plan - Identify pathways that can increase satisfaction and loyalty

We have successfully completed a wide range of research projects ranging from those which focus on a specific customer satisfaction issue, to more in-depth research that encompasses the total customer experience.

MRSI can help you with:

• Satisfaction and loyalty key driver analysis
• Customer habits and practices research
• Competitive market/brand positioning research
• Customer or brand experience evaluation
• Customer satisfaction and loyalty tracking programs
• Lost customer research
• Satisfaction and loyalty segmentation research
• Linkage analysis with overall satisfaction and revenue
• Employee and stakeholder satisfaction research

A number of statistical and analytical techniques may be utilized to meet customer satisfaction measurement objectives including:

• Key Driver Analysis
• Importance/Performance Mapping Analysis
• Gap Analysis
• Brand Mapping
• Customer Value Analysis (CVA)
• Satisfaction/Loyalty Segmentation
• Net Promoter Score (NPS)
• Linkage Analysis

MRSI can also incorporate these additional tools into your customer satisfaction program:

• mrExpress® - Online research service that provides quick, insightful answers at a fraction of the cost of traditional custom research
• Data Simulators & Hierarchical Reporting - Easy-to-use, flexible formats that allow you to examine automated customer satisfaction report cards to compare brand performance to a benchmark database or to evaluate company performance at different roll-up levels
• ALARM^SM Service - Notifies you of dissatisfied customers and allows satisfaction criteria to be inserted into survey which triggers a question asking if consumers would like to be contacted to discuss the problem
• Online Qualitative Sessions - Live qualitative interview sessions powered by iModerate® that can be incorporated into MRSI's custom surveys
• SocialView^SM Social Media Research - Research tool that synthesizes category or brand comments from social media, blogs and more into rich insights on the pulse of your brand

Contact MRSI for more information on Customer Satisfaction Research today!

• Product Development Research
  • Qualitative Research
  • Segmentation
  • Message Testing
  • ConScan Concept Screening
  • ConSelect Concept Testing
  • ProSelect Product Testing
  • iShelf Online Shelf Testing
  • Pricing Research
  • Tracking Research
  • Customer Satisfaction
• Consumer Insights Research
• ENFOQUE Hispanic Research