Looking for opportunities to improve your customer satisfaction?

Strategic input by measuring customer satisfaction

We help you with relevant insights from a KTO, so you can take targeted actions to strengthen your customer relationships. By maintaining a close relationship with our clients and focusing on tangible results, we support you in optimizing customer satisfaction.

“The study confirms that Ster is an attractive partner for its customers, even those with relatively low media budgets. This group is enthusiastic about Ster’s new pricing policy. And accessibility for all customers—large and small—was precisely what we were aiming for with the new pricing policy. We are applying the insights from the research in various ways, from training for account managers to the deployment of resources aimed at new customers."
Hester van Rijn, Team Manager Marketing & Communication

How is a customer satisfaction survey conducted?

The way in which the customer satisfaction survey is conducted is tailored to your wishes and customers. The most commonly used methods for customer satisfaction surveys are online surveys for consumers, telephone surveys for business service providers, and written surveys for patients in the healthcare sector. If you are curious about the underlying motives, reasons, thoughts, perceptions, or feelings of customers, you can start with qualitative research in the form of in-depth interviews, for example.

Customer satisfaction is measured based on three key pillars: overall satisfaction, Net Promoter Score (NPS)

and loyalty. The overall satisfaction score directly reflects how satisfied your customers are. The explanation accompanying this score is very important because it provides concrete guidance for improvements within your organization. We always recommend measuring satisfaction in specific areas as well, such as product quality, the friendliness of your employees, or the accessibility of your organization.

The NPS is a good predictor of how much your company can grow autonomously through positive advocacy from enthusiastic customers. The NPS is calculated by subtracting the percentage of detractors (who do not recommend your company by giving it a 6 or lower) from the number of promoters (who recommend your company with a 9 or 10).

The loyalty model combines the overall satisfaction score and the NPS to divide your customers into subgroups: fans, passive supporters, the satisfied but uncommitted, the disappointed, the dissatisfied but staying, and those who have left.

How does Markteffect make the customer satisfaction survey unique?

We not only measure customer satisfaction, but we also provide insights and make concrete recommendations to improve that customer satisfaction. We map out the relationship between the specific aspects you identify and overall satisfaction. This is translated into apriority matrix, which shows you at a glance what levers you need to pull to improve customer satisfaction.

The satisfaction of your customers, consumers, visitors, or guests can also be measured on a regular basis. This allows you to continuously monitor the situation and intervene or make adjustments when necessary.

In addition, it can also be very relevant to ask yourself whether your employees have a good understanding of your customers' satisfaction. You can easily find this out by expanding the survey witha mirror survey. Your employees then answer the same questions as your customers, from the perspective of your customer. We use a gap analysis to identify the differences.

Why conduct a customer satisfaction survey?

Customer satisfaction surveys are important because they give companies insight into the needs, wishes, and expectations of their customers. By listening to customers, you are more likely to identify opportunities and areas for improvement. This helps you prevent customers from leaving and encourages them to keep coming back. 

What are the benefits of a customer satisfaction survey?

We tackle every research project quickly and enthusiastically. During the coordination, execution, and reporting of the research, you will always have a single point of contact, and we will work closely with you. We believe it is important to ensure that you can make decisions based on the best and most relevant insights.

In addition, we can help you interpret and implement the research results throughthe Markteffect Step Session.

This is a strategic and interactive workshop in which we look together at how we can make this research actionable. Experience shows that these sessions, which are organized with the internal project team, generate many new ideas and inspiration.

If you choose to measure customer satisfaction on a regular basis, we offer the option of displaying the reports in a user-friendly online dashboard. This allows you to quickly and easily view the results and follow developments, wherever you are.

The advantages of the online dashboard:

• Access to recent research results anytime, anywhere
• View scores and developments at a glance
• Easily make your own selections for specific insights, for example based on gender or region
• Easily export research results to Excel or PowerPoint
• Multiple licenses per organization, which can be customized based on role. For example, MT members can see the entire dashboard, but certain data can be restricted for colleagues.