How do you know your improvement points?  

Step 4. Results: Measuring satisfaction is only a starting point

In order to improve customer experience on the aspects that really matter to the customers, it is important to know how important each aspect is for customers’ general satisfaction with a brand and what the best-in-class indicators are.

The most reliable and objective way to identify the most important indicators of a satisfied customer is through validated statistical analysis. By tracking your performance nationally and internationally as well as across products, we will tell you whether a satisfaction score is good, bad or average for your brand. In order to identify the phases and the specific aspects that influence the general satisfaction the most, we utilise correlation and regression analysis. We also perform a competitor analysis by benchmarking your performance on these key aspects against other brands in the industry.

We visualise these results to help you prioritise your investments based on your performance. Plotting customer satisfaction scores with the importance (the strength of the relation with overall satisfaction) of each aspect will provide an overview of the strengths and weaknesses of your brand. We also illustrate your position relative to your competitors to show your positioning on the most important aspects. For measurements across different product groups, target groups and/ or countries, dashboarding is used so that you can track your brands’ performance against benchmarks and goals.

We visualise your results to help you prioritise you investments

Figure 1. Importance ranking of measured aspects based on satisfaction analysis
Figure 1. Importance ranking of measured aspects based on satisfaction analysis


Figure 2. Direct relationship between satisfied customers and their spending on your brand CSAT - SOW index
Figure 2. Direct relationship between satisfied customers and their spending on your brand CSAT - SOW index

There is a direct relation between satisfied customers and their spending on your brand

Figure 3. Further improvement satisfaction will lead to more buying customers
Figure 3. Further improvement satisfaction will lead to more buying customers