Satisfaction & experience

By providing insight into areas for improvement in customer and employee experience, we support clients in increasing loyalty and engagement. Our results focus on concrete action points, such as adjustments to services or work processes, which directly contribute to better relationships with business customers (B2B), consumers (B2C), and employees (B2E).

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Investigate satisfaction and experience with Markteffect

Our method provides in-depth insights that help organizations implement targeted improvements and build lasting customer and employee relationships.

Whatever your research question, we can help you. We don't just take your word for it; we want to truly understand your research question before we get started. By listening carefully to you, analyzing your question, and only then giving advice, we ensure relevance. Because that's what really matters. With over 30 years of experience, we know the market inside out. This helps us understand what you need from us. As a result, we are happy to provide you with appropriate advice. We use a proven approach that focuses on collaboration with our clients. Read more about our working method here.

Our approach to satisfaction and experience research focused on a B2B target group<br>

• Distinction in customer relationships: Research that takes into account the distinction between emotional and functional customer relationships.
• Satisfaction and experience: Focused on satisfaction with usage and customer experience, using the Net Promoter Score (NPS) as a supporting metric.
• Distinction in focus:We make a clear distinction between the perception of the product or service and that of the provider.
• Relevant touchpoints in focus: We look not only at the overall customer experience (relational) but also at the experience of the most important touchpoints between the customer and your organization. 
• Up-to-date and independent insights: Our research is based on relevant and up-to-date customer experiences and guarantees objective insights without the influence of external factors, providing a clear and reliable picture.
• Optimal response: Thanks to our many years of experience and extensive in-house data collection capabilities, we achieve high response rates and representative samples.
• Actionable insights: We identify concrete areas for improvement and know which levers to pull for optimal impact.
• DMU management: We carefully examine the Decision Making Unit of the product or service you offer to your business customers, so that insights help you respond to this more effectively.

Our approach to satisfaction and experience research focused on a B2C target group

• Distinction in customer relationships:Research that takes into account the distinction between emotional and functional customer relationships.
• Satisfaction and experience: Focused on satisfaction with usage and customer experience, using the Net Promoter Score (NPS) as a supporting metric.
• Distinction in focus: We make a clear distinction between the perception of the product or service and that of the provider.
• Relevant touchpoints in focus: We look not only at the overall customer experience (relational) but also at the experience of the most important touchpoints between the customer and your organization (transactional).
• Up-to-date and independent insights: Our research is based on relevant and up-to-date customer experiences and guarantees objective insights without the influence of external factors, providing a clear and reliable picture.
• Optimal response: Thanks to our many years of experience and extensive in-house data collection capabilities, we achieve high response rates and representative samples.
• Actionable insights: We identify concrete areas for improvement and know which levers to pull for optimal impact.

Our vision on satisfaction & experience research focused on a B2E (employees) target group

• Satisfaction and experience: Focused on satisfaction with work experience and engagement, using the Employee Net Promoter Score (eNPS) as a supporting metric.
• Personalized approach: We tailor the assessment to the employee, based on factors such as type of appointment, type of position, working and thinking level, and working environment.
• Independent and unbiased: Our approach guarantees objective insights based on secure and anonymous data collection.
• Optimal response: Thanks to our many years of experience and extensive in-house data collection capabilities, we achieve high response rates and representative samples.
• Actionable insights: We identify concrete areas for improvement and know which levers to pull for optimal impact on employee satisfaction.

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Curious about what we can do for you? Please feel free to contact us. We are happy to help and advise you on the right type of research!