Customer Satisfaction and Loyalty

Customer Satisfaction and Loyalty. Our experience and techniques go beyond the simple measurement and tracking of scores. We offer tools to enable retailer enhancement programs to be developed at macro and micro levels. Our experience includes major multi-market studies that require our in-depth global knowledge and global research expertise. These programs are supported by a range of tools that enable action planning and predictive models to be built, such as:

• In-dealership focus groups and workshops - to enable dealer staff to hear first-hand the customers' perceptions of their experience at the dealership and to engender accountability for improvement among the staff.
• Mystery Shopping and Dealer Auditing - to monitor dealer adherence to agreed standards.
• Dealer Action Planning - enabling dealers to work with the various data sources to generate focused action plans.
• Lost Customer Research - understanding current customers is only half the story. We have a range of solutions for getting into the minds of customers who have left the brand.
• Zones of Tolerance - Understanding the precise levels of service customers expect or desire to receive from their retailer.

For more information, contact us.