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

The insight we obtained and the resulting actions we defined will deliver enormous benefits to the business in both the short and longer term and so I’m extremely grateful to you both for your help.

The client care team are equally enthusiastic about the other meeting actions and we’ve started building and adapting processes to deliver them. It’ll be really interesting to see if the results from the next few surveys start to demonstrate the effectiveness of these new initiatives. Knowing future surveys will happen will help us to keep up the momentum for change and improvement.

It takes a leap of confidence to commission such research for a small business like ours but we’re so glad we did. The initial results, supported by your continued consultation have given us a decisive action plan that we are now certain will deliver tangible improvements in customer satisfaction as well as our revenues and profits. It really is a no-brainer!

Director of Marketing & HR  ArtiCAD Ltd 

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Questionnaire Design:

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