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Researches of customer satisfaction and loyalty page 2

CUSTOMER SATISFACTION AND LOYALTY RESEARCH

• Customer satisfaction & Loyalty
• Customer Behaviour
• Customer Feedback
• Product Development
• Touch Point and Benchmarking analyses

CUSTOMER SATISFACTION & LOYALTY PROJECT – ILLUSTRATION OF SOLUTION

Under the Customer Satisfaction and Loyalty project we follow the evaluation of the company from the customer side in these crucial attributes:

The key indicators of the project are:

• Customer Satisfaction Index
• Customer Sensitivity Index
• Customers’ attitude to company/brand
• Customer Retention Index
• Touch point Satisfaction Index
• Customer Acquaintance Index
• Employee/team evaluation by attributes
• Image index
• Loyalty Index
• Price-value ratio Index
• Evaluation of solved complaints of customers

GLOBAL SATISFACTION INDEX

Global Satisfaction Index summarizes evaluation from the customer in the above mentioned attributes. The final value ranges from 0 to 100, where valuation 100 means very high satisfaction from the customer side.






CUSTOMER FEEDBACK – ILLUSTRATION OF SOLUTION
Customer Feedback follows the efficiency of promotion actions on the customer from four basic points of view: campaign knowledge, emotional evaluation of the campaign, rational evaluation of the campaign, persuasiveness and influence of the campaign on loyalty and retention. There is an aggregate indicator created from all of these four attributes which ranges from 0 to 100 and shows the successfulness of the campaign.






TOUCH POINT ANALYSIS – ILLUSTRATION OF SOLUTION
A customer gets in touch with his supplier in different ways in different places. However, how do these ways of contact (Touch point) influence the customer? What impact does a personal contact of customer with employees of the company have – is it pleasant contact with professionals? When a customer calls to the company, is it easy to reach it? How do your employees impress the customer by telephone? Are they able to help him? Etc.



Would you like to ask about anything? Please contact us:

Marcela Šimková – company director

UP

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THE EUROPEAN REGIONAL DEVELOPMENT FUND AND THE MINISTRY OF INDUSTRY AND TRADE OF THE CZECH REPUBLIC SUPPORT INVESTMENT IN YOUR FUTURE