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Customer Satisfaction Measurement & Loyalty Research
As one of the leading customer loyalty & satisfaction survey research firms, LRA's Customer Satisfaction Measurement and Loyalty studies are designed to gather complete and unbiased "voice of customer" data for our clients, measuring the efficacy of the customer experience across all of the “touch points” that comprise the customer experience. Our approach to Customer Experience Management research is to capture far more than a simple customer satisfaction metric, which may or may not be meaningful on its own. Our goal - isolate and identify the key performance indicators (KPIs) that drive customer satisfaction, loyalty, retention, advocacy and purchase behavior and ensure that the organization’s employees and internal metrics are aligned to deliver the optimal customer experience based on those KPIs.
Each study is designed and administered based on the needs and goals of the particular client. In any instance, LRA's innovative customer loyalty survey research solutions do the following:
- Gather customer feedback immediately “post-experience” using a variety of modes (phone interview, CATI, web-based, mail);
- Display the responses in a user-friendly online reporting suite in real-time;
- Generate “real-time alerts” for immediate notification of customer dissatisfaction, allowing for swift problem resolution and customer recovery actions;
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Displays company KPIs in one-touch executive dashboard.
Our clients find this instantaneous tactical feedback invaluable in managing their day-to-day operations and responding to customer needs.
Our clients find real long-term strategic value in the advanced analytics and strategic reporting provided by our customer satisfaction consultants. Depending on your needs, our report might include:
- Analysis of your existing customer experience based on the elements that are “cost of entry” vs. those that provide a competitive edge – how do you “satisfy” and how do you “delight”;
- Development of customer segments and personas, as well as action plans to better profile and meet the needs of those segments;
An integration of your customer suvery data with internal performance standards and metrics to help align your operations around customer needs and wants;- Financial modeling, linking improvements in customer experience metrics to bottom line financial growth and overall business goals.
