Specialists in Customer Satisfaction and Loyalty

We are the market leaders in customer satisfaction measurement and specialise in measuring customers' attitudes. We believe this is a vital part of business success, as satisfied customers relate directly to customer loyalty.

Customer questionnaires and customer surveys are the best way to find out what customers really think of your organisation. Then with this satisfaction questionnaire you can then make improvements to the areas in which your customers think you are failing.

Research Service

We offer our own research services and help clients to conduct a consumer survey, interview their customers based on the service they have received and then analyse the results for them. We also provide them with actionable priorities and recommendations that enable them to improve their customers' experiences and demonstrate to the customer what the results of the survey were and what will be done about them.

We also offer our research services on employee satisfaction. We can conduct an employee survey in the same way as we conduct a customer satisfaction survey. Employee Satisfaction Surveys give employees a 'voice'; an opportunity to communicate their views and opinions on a wide range of issues in total confidence. They then allow the company to build up an accurate picture of how employees perceive the organisation and help pinpoint problematic areas that cause dissatisfaction.

Training Courses

If you wish to do your customer satisfaction survey yourselves then we have some excellent one day training courses presented by market research experts. We have a variety of training courses all based around customer surveys. Our customer surveys course is our starting point for all customer satisfaction research. It teaches the foundations of starting a survey from scratch, all the way to analysing the results.

We of course, have other training courses ranging from Improving Customer Satisfaction to Questionnaire Design courses where you will learn to optimise your questionnaire to get the maximum response rate.

Books

We have several books written by our board of directors which contains lots of relevant information on customer satisfaction and the customer experience.

Our latest book "Customer satisfaction - The customer experience through the customer's eyes"

Newsletters

We have a searchable archive where you can search for articles relating to different aspects of customer satisfaction. Some examples of these about the service profit chain, a Service Culture Checklist and How to set realistic targets for improving customer satisfaction. You can view the rest of our newsletters here.

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