Flagship Capability
Beyond the score. Find what needs fixing , and why.
An end-to-end advisory service , from research design, instrumentation, sampling, data collection, quality control, analysis, through to recommendations and improvement roadmap. Not merely questionnaire distribution.
Common business questions
Q1
What actually drives our customer satisfaction?
Q2
Which customer segments are most at risk of churn?
Q3
Are our service investments producing loyalty?
Q4
How do we compare against competitors?
Coverage
Research modules and metrics.
01
Customer Satisfaction Index (CSI / IKM)
02
Net Promoter Score (NPS)
03
Customer Effort Score (CES)
04
SERVQUAL and service gap analysis
05
Importance–Performance Analysis (IPA)
06
Customer journey and touchpoint evaluation
07
Voice of Customer (VoC) program design
08
Complaint, review, and verbatim-text analysis
09
Brand health and customer perception studies
10
Mystery shopping and service audit
11
Digital, telephone, face-to-face, and hybrid survey execution
12
Driver analysis for satisfaction, loyalty, and advocacy
13
Periodic tracking studies and longitudinal monitoring
Approach
Methodology.
01Define , Define the business decision and question
02Design , Design instrument and sampling
03Listen , Collect customer voice
04Validate , Validate and clean data
05Analyze , Analyze drivers and patterns
06Prioritize , Prioritize actions
07Transform , Build improvement roadmap
08Track , Monitor progress
Deliverables
◆
Executive report
◆
Interactive dashboard
◆
Action workshop
◆
Improvement roadmap
◆
Management presentation
Design Your Study
Your study outline, at no cost.
Survey Blueprint Explorer
Sketch your study outline
Organization type
Primary objective
Customer channels
Coverage area
Cadence
INDICATIVE RECOMMENDATION
Recommended approach for BUMN/Government: Primary focus: CSI + SERVQUAL , matching objective "Satisfaction". Collection method: Digital with coverage 1 city. Design: One-time study with option to upgrade to tracking. Deliverables: executive report, interactive dashboard, action workshop, improvement roadmap.The recommendation is indicative and reviewed by a consultant. Not a formal proposal.