Customer Satisfaction Surveys

Your customers interact with your business in person, over the phone, or more over the internet. Good and bad experiences lead to positive or negative emotions. In positive emotions, loyalty is formed. The result is corporate profitability. If it results in negative emotions, it means your business volume and profitability will decrease.The main condition for brands to maintain their presence in the markets with increasing competitive challenge is to foresee the changes in a timely manner and develop strategies tailored to such changes. Therefore, one of the most important market strategies that can be implemented for a customer is to target added values positioning that customer at the focal point of business enterprise by achieving more than customer satisfaction. It is a known fact that the cost of retaining existing customers is lower than the cost of gaining new customers. A long-term strategic direction can be determined to create customer loyalty. This survey allows performing “expectation-satisfaction” analyses by determining the degree of importance for expectations of customers. Existing and potential “perceived value” and “perceived quality” are determined for the companies. Customer satisfaction survey:

Reveals buying patterns;

• Identifies the motives behind choosing a specific brand or product,
• Allows the company to perform a status assessment based on various criteria (quality, competitive price, product range, etc.).
• Determines weaknesses by comparing to the competitors based on certain criteria.
• Identifies the degree and level of satisfaction.
• Determines the conditions required to retain the existing customers.
• Identifies ways to gain new customers.
• Creates a roadmap for improvement and development by comparing the existing service concept and process to those implemented by competitors.
• Helps in creating differentiation strategies.
• Provides information on commercial conditions and environment required,
• Gives insights into factors affecting customer satisfaction and loyalty.
• Helps to determine the expectations of customers that are met or unmet.

Çözüm Research professionals are ready to develop strategies aimed at customer satisfaction and loyalty.