Customer Satisfaction Research

“We selected Business Advantage to conduct our customer satisfaction research because of their expertise in multi-country projects; they understand our business very well and have the capacity to set up surveys in different languages at very short notice. Business Advantage has provided a highly flexible, professional service that has been closely tailored to our needs. As well as presenting accurate data, their knowledge of our markets enables them to make valuable recommendations for action."
Pierre G.L. Jansen, Director SELECT Support Organisation - Bentley Europe, Middle East and Africa.

What
"Keep the customer satisfied" is a mantra for any business seeking sustained success. But getting this right means staying in touch with the views of the people that really matter - the customers themselves. Understanding their views of your products and services enables you to take the right action to keep their business.

Business Advantage conducts customer satisfaction research in the international information and communications technology (ICT) sectors.

Why
Analysing your services from the customers' viewpoint will enable you to:

understand how your customers perceive your business
improve on areas that are failing to match the quality of service demanded by clients
take urgent action on groups of customers identified as 'at risk'
set realistic targets and monitor them effectively
react to early warnings of a change in customer expectations
monitor the loyalty of your customers.

How
Firstly we can establish which areas of products/services are important to your customers using in depth interviews or focus groups. Our expert telephone researchers will then conduct detailed interviews with a larger sample of your customers to provide in depth views on the areas identified in the first stage. We can of course also add any further questions to cover other issues that specifically interest you.

We will then analyse the results and present the detailed findings to you in a user-friendly report. Most importantly, our recommendations will be clear and actionable.

We can analyse the special relationships between you and your prime accounts/key customers individually, with the emphasis on working together with the customer to set goals for future improvements.

Who
Business Advantage have the international research expertise and experience to accurately assess your customers' views on a totally unbiased and objective basis. Using us as a third party encourages customers to be more honest - and use of an independent researcher also demonstrates a greater level of commitment to caring what they think. Not only do we have the research expertise, we possess the business and marketing know-how to help you implement the findings. We have built up our experience of researching customer satisfaction across domestic and international markets over many years, and many of our customers repeat this exercise annually.

For further information, contact us on +44 (0) 1689 873636, or info@business-advantage.com

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