Why measure customer satisfaction?

A customer satisfaction survey offers more than just an overall score.

It helps you to:

• Objectively measure how customers experience your brand
• Determine which factors have the greatest influence on satisfaction
• Confirm strengths and identify priority areas for improvement
• Understand differences between customer profiles, channels or segments
• Draw up a concrete and well-founded action plan

A single survey is rarely sufficient.

The real value lies in the analysis: which factors drive satisfaction, which carry the most weight, and which actions will have the greatest impact?

Our analysis helps you to:

• Prioritise actions: Not all areas of dissatisfaction carry the same weight. We identify the factors that genuinely influence overall perception and willingness to recommend.
• Improve the customer experience in a targeted way: Instead of launching yet another initiative, you focus on the elements that truly enhance the customer experience.
• Boost loyalty and word-of-mouth: We combine indicators such as Net Promoter Score (NPS) with dimensions specific to your sector, allowing you to see what motivates customers to stay, return or recommend you.
• Track progress over time: With a satisfaction barometer, you can monitor whether your actions are having an effect and structurally improve customer satisfaction.

Our analysis model

Customer satisfaction cannot be measured by asking a single general question. An overall score reveals little about what specifically needs to be improved.

That is why we work with a three-level analysis model:

1. An overall indicator: We build an overall score, such as NPS, a satisfaction score or a composite indicator. This allows you to track changes over time and benchmark your results.
2. Key dimensions of the experience: Satisfaction is analysed by major categories or dimensions – customer relations, service quality, turnaround times, communication, etc. – to identify strengths and weaknesses.
3. Detailed operational factors: Each dimension is broken down into concrete elements. This enables us to pinpoint irritants, identify levers for impact and define clear priorities for action.