Customer Satisfaction Research

Aim:
“Satisfied customers are loyal customers.” As a result, this research field aims to achieve, maintain and strengthen customer retention. Above all, it focuses on teaching companies the different ways and instruments of customer retention.

Methodology:
Customer satisfaction or dissatisfaction can occur on multiple “interfaces”. “Interfaces” can occur at the retailers, at the product, or at the customer services, and they need to be identified by conducting qualitative interviews. In a second step, customer satisfaction or dissatisfaction regarding the identified “interfaces” can be determined precisely.

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