Customer Satisfaction

 „Your most unhappy customers
are your greatest source of learning.“
Bill Gates 

If the dice fall, they should do so in your favour

Customer satisfaction is no end in itself, but a means to success. Every contact point that your customers experience with the products and services of your company can elicit satisfaction, but also dissatisfaction. Therefore, our customer satisfaction projects begin by developing the complete chain of contact points.

Research into customer satisfaction has revealed the significant trend that merely satisfying customers has long ceased to be sufficient. Customers want to be delighted! Delighted customers are significantly more loyal, frequently recommend your brand, and act as a sort of promoter for your company. For this reason, it is important to us to show you the potentials for creating customer delight.

For your strategic planning, our driver analysis – a model of causality adapted to your specific situation – is an appropriate instrument by means of which we can identify the most efficient levers for your company. This is why from us you do not only obtain figures and facts about the satisfaction of your customers, but very concrete recommendations as to how and by what means you can effectively and permanently increase satisfaction.

We will also be glad to assist you in implementing these recommendations in your company, for instance by means of workshops for developing concrete measures.