Customer Satisfaction Research Presented By Introduction

• Customer Satisfaction Research Presented
• By

• Introduction
• It is now a well established fact that the single most important factor affecting a company’s profitability is customers’ satisfaction with its products and service.
• Tramor has many years experience of providing this highly regarded service to our clients.
• We have refined the techniques continuously, but one thing never changes - our commitment to providing actionable recommendations that will have an impact on improving customer satisfaction.

• Customer Satisfaction Premise
• We have based our model on the premise that customer satisfaction is built up from the customer’s experience of the business process compared with their specific expectations of the way in which these processes should work.
• We use qualitative techniques to explore the range of customer expectations.
• Using these findings, we then carry out a quantitative survey in key market segments.

• Customer Satisfaction Information
• We provide the following information:-
• The current level of customer satisfaction
• The key issues driving customer satisfaction
• Areas where customers perceive a shortfall in service against expectations
• How the company compares with its competitors
• Issues that need to be put right immediately - issues that can be left alone
• This provides a meaningful benchmark upon which to base improvement programmes, but we do not just research existing customers.
• Wherever possible, we also extend the survey to include lost and potential customers. We find out why they prefer to use competitors and what must be done to win them back.

• Customer Satisfaction Information
• Tramor International recognize that the most difficult phase of any customer satisfaction improvement programme is implementation.
• The reason why most of these programmes fail is because companies tackle the improvement in a piecemeal fashion.
• They do not address key underlying issues, or vague recommendations about customer focus are unable to be translated into real changes in practice.
• We design our programmes to deliver clear plans of specific action.
• Our experienced staff are always available to offer helpful advice and practical support.

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