Our approach is designed around you

There may be some truth in the old sayings “A satisfied customer tells one other person; a dissatisfied customer tells ten!” or “the cost of keeping a customer is only one tenth of winning a new one”. We certainly agree that, after putting in the hard yards to win a customer, you should hold on to them. Conducting a dedicated customer satisfaction programme is a great way to start measuring where you stand in terms of customer loyalty.

Our approach is completely designed around your business need – there are no ‘off the shelf’ solutions here at Eureka! A customer satisfaction survey, or CSAT to use the lingo, might seek engagement at a top level – such as overall satisfaction with a business – to very specific diagnostic questions relating to stages of the purchase process or to the product or service itself.

The link between satisfaction and advocacy is well documented. Our customer satisfaction studies often also incorporate Net Promoter Score (NPS), a measurement that is increasingly popular amongst our customers. NPS is calculated by asking a key question, using a 0-10 scale: ‘How likely is it that you would recommend [business name] to a friend or colleague?’

Our approach seeks to ensure that results are statistically sound and relevant to the needs of your business. Typically using quantitative techniques (although not exclusively), we will help you understand your customers satisfaction levels and work to help you improve and attract more customers.