Why is it so important to measure customer satisfaction and seek to improve it?
What image does our brand convey?
What are the differentiation levers to improve customer satisfaction?
How can we strengthen customer loyalty?
Understanding and mastering your brand image and the satisfaction of your customers becomes a major challenge to secure your position on the market in the long term.
Image and satisfaction assessment:
an essential diagnostic tool for your brand and your customer capital
An exhaustive diagnosis essential for revealing results
Interrogate all the key targets of your market: an assessment carried out with a representative sample of your customers, prospects, abandoners...
A mixed device:
-qualitative (focus groups) to understand your brand's image, territory, DNA and identify its lines of adhesion and rejection.
-quantitative to measure the satisfaction and performance of the brand on its different components (notoriety, image dimensions, offer, service, price, advertising campaigns...).
An experimented methodology with a questionnaire adapted to your challenges.
-closed questions, to measure performance
-open-ended questions for a « word for word » collection
-engaging form based on interactivity to obtain the best response rates and collect the feelings in a fine manner (closed and open questions)
-the introduction of specific themes / items to also probe the targets on your challenges and / or strategic projects
Diversified analysis for a powerful global brand strategy
Comparison of your results on key indicators (CSAT, intent to repurchase, NPS...) with average market performance (benchmarks).
Operational typology of your customers, prospects and abandoners: : segment volume and description, profiles, needs, and operational recommendations for each segment.
Decision Support Analyses : Satisfaction /Brand Loyalty, Importance/Performance, Importance/Customer numbers concerned.
In-depth qualitative assessment of your brand to help you understand and build and/or strengthen your uniqueness : territory, competitive positioning, missions and values, strengths, weaknesses, potentials... overall and by target.
Combined quantitative and qualitative data analysis: : figures « enlightened » by the insights and verbatim from the qualitative phase and open-ended questions.
Personalised and targeted advice
Based on your results and our knowledge of your challenges, we provide concrete recommendations to guide your brand strategy and customer satisfaction.
For a mastered piloting : implementation of a barometer to monitor regularly the impact of the actions implemented and the indicators for evaluating the brand and satisfaction.
Developed study systems for a detailed understanding of your brand and customer satisfaction
Follow-up surveys to identify trends and events impacts
Enlightening and prospective analyses dedicated to improving customer loyalty and conquering new markets