Customer engagement is critical to customer loyalty which for many is an increasingly fragile relationship. Engagement goes well beyond customer satisfaction so Research Solutions has developed a range of products tailored to the individual needs of our clients and their customers:
- Benchmarking and measurement of customer satisfaction and Net Promoter Scores (NPS) overall and at critical points of the customer experience.
- Identification of the drivers of customer satisfaction and customer loyalty (a range of tools are used including customer journey mapping, behavioural economics and others).
- Assistance with understanding levels of customer engagement and customer loyalty and the circumstances under which they can be improved or enhanced.
- Service quality measurement encompassing both product/service measurement and customer service measurement.
- Analysis of customer loss and opportunities to improve retention rates.
- KPI benchmarking and measurement.
For more about what we do, please see our services page.
Below are just some of the organisations we’ve helped – have a look at our case studies for examples of how we did it.