Customer satisfaction

How happy are your customers?

Our approach is designed around you

There may be some truth in the old sayings “A satisfied customer tells one other person; a dissatisfied customer tells ten!” or “the cost of keeping a customer is only one tenth of winning a new one”. We certainly agree that, after putting in the hard yards to win a customer, you should hold on to them. Conducting a dedicated customer satisfaction programme is a great way to start measuring where you stand in terms of customer loyalty.

Our approach is completely designed around your business need – there are no ‘off the shelf’ solutions here at Eureka! A customer satisfaction survey, or CSAT to use the lingo, might seek engagement at a top level – such as overall satisfaction with a business – to very specific diagnostic questions relating to stages of the purchase process or to the product or service itself.

The link between satisfaction and advocacy is well documented. Our customer satisfaction studies often also incorporate Net Promoter Score (NPS), a measurement that is increasingly popular amongst our customers. NPS is calculated by asking a key question, using a 0-10 scale: ‘How likely is it that you would recommend [business name] to a friend or colleague?’

Our approach seeks to ensure that results are statistically sound and relevant to the needs of your business. Typically using quantitative techniques (although not exclusively), we will help you understand your customers satisfaction levels and work to help you improve and attract more customers.

Key benefits

Drive

Drives repeat purchase and customer loyalty or advocacy

Increase

Increased life-time basket spend

Pinpoint

Pinpoint any specific issues that need urgently addressing using red flag feedback loops

Measure

Measure against industry norms

Examples of using customer satisfaction research

Customer loyalty programmes

Staff or employee performance studies

Net promoter score

Post purchase survey

Rapid feedback after transaction (SMS)

Our recent Customer Satisfaction projects

Below we have listed some of our recent CSAT experience to provide a flavour of the types of clients, projects and target audiences we have spoken to.

Gauging satisfaction

Gauging customer satisfaction amongst merchants on behalf of a major Plumbing & Heating brand

Measuring satisfaction

Measuring the levels of satisfaction amongst students about  a campus food offer

Assessing satisfaction

Assessing satisfaction levels with home builders

Appraising satisfaction

Appraising the levels of satisfaction with a gym provider

Measuring satisfaction

Measuring satisfaction amongst purchasers of a trade brands products

Assessing satisfaction

Assessing homeowners’ thoughts on a range of potential ‘added extras’ in new build homes

Eureka! Research Light Bulb

​Are you ready for your Eureka! moment?

If you are searching for your first or a new research partner, it would be great to hear from you. We love a natter and would it would be great to hear about your unique business challenges.

Are you ready for your Eureka! moment?

If you are searching for your first or a new research partner, it would be great to hear from you. We love a natter and would it would be great to hear about your unique business challenges.

Eureka! Research

The Mill | Radford Road | Alvechurch | Worcestershire | B48 7LD

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