Customer Satisfaction Research

Customer Loyalty Index.

In our customer loyalty study, we employ a comprehensive approach to measure retention and loyalty, leveraging key advocacy metrics like Net Promoter Score (NPS). This strategic analysis provides valuable insights into customer satisfaction, their likelihood to recommend the brand, and overall brand advocacy. By assessing these metrics, we uncover actionable recommendations to strengthen customer loyalty, enhance retention rates, and foster a community of brand advocates for sustained business success.

  • What we do:

    • Advocacy Metric Measurement: Utilize key metrics such as Net Promoter Score (NPS) to quantitatively measure and assess customer loyalty, satisfaction, and their likelihood to recommend the brand.
    • Comprehensive Analysis: Conduct a thorough examination of customer feedback, behaviors, and retention rates to gain insights into the factors influencing loyalty, identifying patterns and opportunities for improvement.
    • Actionable Recommendations: Provide strategic recommendations based on the study findings to strengthen customer loyalty, improve overall customer experience, and cultivate a community of brand advocates, contributing to long-term business success.

  • Our Work:

    • Conducted a monthly NPS tracking for a leading Japanese automotive company to assess how willing are car owners to recommend the brand to others based on their recent vehicle purchase experience.
    • Evaluated the willingness of an office building tenant and their tendency to continue renting office space in the building by measuring NPS and likeliness to extend their contract. We also explored the reason behind why they are willing to recommend and continue renting as well as the reason if they are not willing to do so.
Related Services.
Shopper Insights Study

Shopper Insights Study

Studying consumer feelings during the shopping process regarding the service provided and their overall transaction experience.

Customer Satisfaction Index

Customer Satisfaction Index

Developing systematic evaluation systems for consumer satisfaction surveys to assess individual satisfaction with products and services received.

More Research Services.

We not only display detailed data with high accuracy, but also look at it from a helicopter view to find blind spots and interesting insights behind existing data sets. With a variety of research methodologies to choose from, we are also committed to providing the best alternative research methods to suit client needs

Measuring the performance of advertisements that have been launched by considering performance targets and return expectations, digitally and conventionally

With the blind taste test method, we provide objective product evaluation, ensuring quality and suitability to consumer preferences.

Evaluate brand strength through mapping brand position in consumers' minds, brand funnel, to brand health from the customer's perspective

With car clinic, we provide immersive product testing, enabling accurate simulation of the consumer consideration process.

Increase understanding of consumer behavior and preferences across segments, starting from the first touchpoint to the end of the customer journey

Assessing service performance from the customer's perspective through mystery shopping, index measurement, and loyalty level testing.

Determining business feasibility by measuring changes in customers, level of competition, market size and market growth.

Finding the right combination of product value and selling price by monitoring prices, measuring sensitivity, and testing product concepts

Monitoring the performance of the distribution system to the sales force, using observation methods and interviews with related parties to get a 360 degree view

Monitoring public perceptions and satisfaction with various public facilities and services, to increase public trust from time to time

Evaluate the company's reputation from an external & internal perspective to determine interest in joining from the job market to the loyalty of existing employees

To create a great customer experience, we conduct UI/UX testing and provide recommendations based on data and best practices.

 

Ready to level up with MarkPlus, Inc

Talk to us