Customer Experience & Loyalty Study

Customer Experience & Loyalty Study

We can help you increase customer loyalty and advocacy, also minimizing the churn rate

Acquiring new customers is harder than retaining current customers. Our study can help you discover customers’ expectations of your brand, what their values are, and how you can deliver a better brand experience to satisfy the customers.

Our team is rigorous and data-driven, provided with advanced measurement tools to gather high-quality information from your customers. When a complicated buying decision-making process occurs, we will conduct a reliable survey and interview to gather multidimensional information from various points of view, providing more complete and accurate results.

Adopting both qualitative (IDI, FGD, Ethnography) and quantitative (F2F CAPI, CATI, CAWI, CLT) approaches, we can develop a comprehensive customer satisfaction study that can deliver big value to your business strategy.

How This Study Can Help Your Business
 

1. Minimize Churn Rate

   By discovering the flaws of your customer experience and what factors that affect your customer’s decision when repurchasing, you can create a more seamless and effective customer journey. As a result, customer satisfaction will increase while the churn rate will be reduced.

2. Optimize the Lucrative Segment

   Our customer satisfaction study can also help you identify customers with high-loyalty and high satisfaction, generate more sales and revenue from these profitable segments.

3. Grow your Loyal Customers & Promoters

   Our team can help you identify which elements are significant for your customer satisfaction, so you can refine those aspects and increase the number of your loyal customers.

4. Streamline your Internal Process

   When the manufacturing and sales funnel process becomes too lengthy, you need tospend more budget and effort to maintain the system. When using this study, you can figure out which processes are really important to your customers and which ones that you can eliminate without lowering the overall customer satisfaction. By doing so, you can minimize costs and gain more profit.