Customer Surveys

The Leadership Factor specialise in satisfaction research that drives business success. We enable organisations to succeed by helping then to increase their customers. satisfaction and loyalty by accurately measuring whether they are delivering and doing best what matters most to customers.

The satisfaction loop below shows the steps to a successful and accurate customer satisfaction measurement.

There are many pitfalls when measuring customer satisfaction they include.

• Asking the wrong questions based on the lens of the organisation. The Leadership Factor uses the lens of the customer to produce measures that accurately reflect how satisfied customers really feel.
• They use simplistic scales that are too crude to monitor fine changes in customer satisfaction. The Leadership Factor uses advanced methodologies, advocated by leading world experts such as The University of Michigan, to provide the best possible information for decision making.
• They only ask about performance, failing to understand that satisfaction is about the extent to which you have met or exceeded customers requirements. The Leadership Factor measures importance as well as satisfaction to provide a fuller understanding. In addition, advanced statistical techniques are used to pinpoint the key drivers of satisfaction and loyalty.
• They fail to achieve representative samples or adequate response rates so base decisions on information that doesn t reflect the way most customers feel. The Leadership Factor will advise on the most appropriate sampling and survey techniques for your organisation to provide a result that everyone can trust.
• They track a flawed headline measure based on a simple overall question that is full of measurement error and may fail to reflect improvements the organisation has made. The Leadership Factor uses Satisfaction Index., which is a composite weighted index that accurately reflects customers satisfaction judgement, based on the requirements that matter most.
• They encourage complacency by failing to understand the difference between making more customers satisfied and making customers more satisfied. The Leadership Factor provides tough measures that leave no hiding places for those delivering a poor customer experience and motivates stronger organisations to move customers from mere satisfaction to delight, commitment and loyalty.
• They have no real understanding of how they compare with other organisations. Based on the largest UK database of customer satisfaction, The Leadership Factor tells you precisely how successful you are at satisfying customers compared with other organisations, where you out-perform or under-perform them, and how you compare to Best in Class.
• Most seriously they don t have the information or understanding to take effective action to improve customer satisfaction. As the UK s leading experts in Customer Satisfaction Measurement, The Leadership Factor will highlight a small number of clear and actionable Priorities For Improvement (PFIs) that will be the best way to improve customer satisfaction as well as loyalty and profit.

If you would like to speak to someone at The Leadership Factor about customer satisfaction surveys please contact Jude Nottingham on 01484 467035 or email judenottingham@leadershipfactor.com