Customer Satisfaction Surveys
To stay or not to stay? Unfortunately this is a question that most customers ask, particularly if they are faced with increased competition, ease of switching, poor customer service, product innovation and, of course, persuasive information.
While customer satisfaction is an interesting measure in itself, it's important to remember that 'satisfaction' as measured in research is not enough: it's a good temperature check, but doesn't tell us a lot about what people are actually going to do in the future. Are they loyal? Are they brand advocates?
At MevCorp, we recommend that you look into your relationship with our customers in a bit more depth...How committed to you are they really? Is the relationship based simply on rational benefits, or is there more of an emotional bond? And what have you done for them lately by the way......do they have good reasons to stay?
Plus you need some analytical approaches, not just measures, to understand the real drivers of satisfaction, loyalty and advocacy, so that you can dial up the powerful drivers and fix the problem areas.
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