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Customer Satisfaction Research

Customer Satisfaction Research examines how consumers are satisfied with business products and services, by measuring Customer’s degree of satisfaction, Customer loyalty rate, Customer complaint rate and Customer’s willingness to recommend (Advocacy). This is a succession quantitative research, which acts as a barometer of how customer’s feel about the product/ service in general and provide early warning of customer ennui or dissatisfaction.  

Customer Satisfaction Model

The level of satisfaction a customer has with a company has profound effects.  Studies have found that the level of customer’s satisfaction has a positive effect on profitability:

  • A totally satisfied customer contributes 2.6 times as much revenue to a company as a somewhat satisfied customer.
  • A totally satisfied customer contributes 17 times as much revenue as a somewhat dissatisfied customer.
  • A totally dissatisfied customer decreases revenue at a rate equal to 18 times what a totally satisfied customer contributes to a company.

Customer Satisfaction Research will help Customers to solve the following problems:

  • Analyze Customers' values and save limited resources to most valuable Customers.
  • Establish and promote Customer loyalty and retain Customers.
  • Find the opportunities to improve products and services and improve competitive advantages.
  • Compare with competitors and set up leading service standards in the relevant markets.
  • Regulate evaluations, training, promotion and supplement of front-line service staff.
  • Forecasts future customer demand.

The customer satisfaction model is modified to conduct similar satisfaction with trade partners like Dealers and Distributors. The studies are named as Dealer satisfaction study and Distributor satisfaction study.

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