STUDY / BAROMETER OF CONSUMER’S SATISFACTION

The study of consumer’s satisfaction is an important tool; it allows to ameliorate the product / service and to determine the weaknesses and reasons of dissatisfaction to prevent them in the future.

Consumers’ satisfaction barometer is a standard measuring indicator of the consumers’ satisfaction.

It allows to:

  • Measure the quality level expected by consumers
  • Evaluate consumers’ quality’s perception
  • Improve the services and identify the ways to do it.

MYSTERY SHOPPERS STUDY

Mystery-shopper is a person pretending to be an ordinary client to evaluate the quality of service. This evaluation goes through some specific measures predefined in accordance with the firm concerned.

It allows to :

  • Measure consumers’ satisfaction level
  •  Evaluate the difference between the desired and real quality
  • Establish an eventual plan of adjustment

EXIT INTERVIEW STUDY

This Exit interview study is realized with costumers at the exit of the market place to evaluate the experience.

It aims to :

  • Idenify customers’profile
  • Identify the consumers’ needs and expectations in the market place
  • Understand consumers’ decision process in the market place
  • Measure consumers’ satisfaction level

LOST CONSUMER STUDY

It aims to understand the reasons of dissatisfaction, or the motivations, which push the costumer to leave.

It allows to :

  • Measure the rate of leaving due to dissatisfaction
  • Know about the motivations other than the dissatisfaction, which lead the consumer to end the relation with the firm.
  • Identify and quantify the dissatisfaction reasons
  • Correct the commercial strategy errors and avoid future inefficient decisions.
  • Improve the quality of products and services by taking in consideration  the customers’ opinion
  • Find the way to regain the reliability of lost clients and to make actual ones loyal.