Satisfaction Studies
The results of a satisfaction survey is a particularly useful tool to raise the level of customer satisfaction.
BAROMETER OF CONSUMER’S SATISFACTION
The consumer’s satisfaction barometer is an important tool; it allows to ameliorate the product / service and to determine the weaknesses and reasons of dissatisfaction to prevent them in the future. It is a standard measuring indicator of the consumers’ satisfaction.
It allows us to:
– Measure the quality level, expected by consumers
– Evaluate consumers’ quality’s perception
– Improve the services and identify the ways to do it.
LOST CONSUMER STUDY
This study method aims to understand the reasons of dissatisfaction, or the motivations, which push the costumer to leave.
It allows us to:
– Measure the rate of leaving due to dissatisfaction
– Know about the motivations other than the dissatisfaction, which lead the consumer to end the relation
– Identify and quantify the dissatisfaction reasons
– Correct the commercial strategy errors and avoid future inefficient decisions
– Improve the quality of products and services by taking in consideration the customers’ opinion
– Find the way to regain the reliability of lost clients and to make actual ones loyal
EXIT INTERVIEW STUDY
An exit interview study is realised with costumers at the exit of the market place to evaluate their experience.
It aims to:
– Identify customers’ profiles
– Identify the consumers’ needs and expectations in the market place
– Understand consumers’ decision process in the market place
– Measure consumers’ satisfaction level
MYSTERY SHOPPERS STUDY
A mystery-shopper is a person, pretending to be an ordinary client to evaluate the quality of service. This evaluation goes through some specific measures predefined in accordance with the firm concerned.
It allows to:
– Measure consumers’ satisfaction level
– Evaluate the difference between the desired and real quality
– Establish an eventual plan of adjustment
- info@elka-lebanon.com
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- +961-3-768224
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- ELKA Lebanon
May Ziadeh Street, Spears, Kantari, Beirut, Lebanon