Customer Satisfaction Research

Customer Satisfaction Index.

Customer satisfaction research entails a systematic assessment of individuals’ contentment with products and services. Through targeted surveys and analysis, we measure satisfaction levels across predetermined attributes, providing valuable insights that empower businesses to enhance their offerings and overall customer experience. Our research methodology enables clients to pinpoint areas of strength and improvement, facilitating data-driven strategies for optimizing customer satisfaction and loyalty.

  • What we do:

    • Attribute Identification: Determine specific attributes or aspects of products and services to be assessed, defining the key factors influencing customer satisfaction.
    • Survey Implementation: Deploy structured surveys to collect feedback from customers, gauging satisfaction levels based on predetermined attributes through quantitative and qualitative research methods.
    • Analysis and Recommendations: Analyze collected data to derive meaningful insights, identify areas of strength and improvement, and provide actionable recommendations to enhance overall customer satisfaction 

 

  • Our Work:

    • Collaborated with one of the largest airlines in Indonesia to conduct customer satisfaction research in order to gauge how well the airline’s product and services are perceived by customers on every touchpoint of the customer journey—from pre-journey through post-journey. We also evaluated customer’s satisfaction towards competitor airline in order to see how our client is performing in comparison to other airlines in the market.
    • Conducted an annual customer satisfaction study for a luxury vehicle company whose core value and strength lies in their “extra mile” customer service. Their vehicles are often perceived as being worth more than it costs due to the after-sales services provided to customers which has also become the main reasons customers repurchase from their brand. Hence, maintaining customer’s satisfaction is of the utmost importance.
    • Collaborated with a property company to delve into the delight of homeowners within their latest residential project — an exploration spanning the entire journey, from the seamless sales process to the handover phase. Unveiling the essence of their choice, we unraveled the compelling reasons behind each homeowner’s decision to invest in the property offered by this company.
    • Assisted one of the most strategically located office building in SCBD in conducting a satisfaction study towards their tenants through evaluation of satisfaction towards building facilities and amenities as well as the services provided by frontliners.
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 Loyalty Index

Customer Loyalty Index

Conducting consumer loyalty surveys with a comprehensive approach to measure retention and loyalty using key advocacy metrics.

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.

 

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