Customer Satisfaction and Retention

Customer Satisfaction and RetentionCustomers are the lifeline of many businesses and keeping them satisfied is understandably top priority. At Redshift Research our team of market research professionals have extensive experience of conducting research into customer satisfaction.

Common questions in customer satisfaction research

  • How satisfied are customers?
  • How strong is their loyalty?
  • How likely are customers to recommend the company/organisation/brand?
  • Do customers trust the company?
  • Is the company seen as reputable?

How Redshift can help

  • We have a set of tools we use to measure satisfaction and get to the heart of the matter
  • We can use attribute and key driver analysis to provide insight around customer satisfaction over a period of time or in relation to competitors
  • Understanding customer loyalty, and how to retain this, is imperative in ensuring you maintain a good customer base and continue to grow
  • We use a variety of techniques including Net Promoter Score (NPS) and KANO analysis which we use to measure customer recommendation levels
  • Brand associations and values, along with trust drivers and reputation index, can provide valuable insight into how the company is perceived in terms of trust and reputation

Have a look at our Customer Satisfaction and Retention case studies >>

We are ready to help you

After conducting our second annual customer survey with Redshift they were instrumental in delivering the feedback workshops, leading discussions which enabled us to build on the findings and tease out the information necessary to inform the development of both the product itself, along with evidence to help identify best (and worst) practices to using the system.

We came away armed with plenty of ideas on case studies and the kind of messages need for internal publicity campaigns, that could both highlight the benefits of the system and encourage local improvements in approaches to using the system.
Redshift’s facilitation of the session was both invaluable on the day and for reaching agreement on key points to take forward.

Stakeholder, Engagement and Communications Manager  Home Office Technology 

Redshift’s Red Hot Tip

Questionnaire Design:

Keep the number of questions to a minimum to ensure highest possible data quality