Client and Customer Satisfaction
What is Client and Customer Satisfaction Measurement?
Most research into levels of satisfaction end with the all-encompassing single question How likely are you to recommend…?
This question is also called the Net Promoter Score, which is an index that measures the willingness of clients or customers to recommend a company’s products or services to others. It can give insight into the overall satisfaction level with a company’s product or service and the loyalty to the brand.
Since word of mouth has more credibility than advertising or other marketing initiatives, you want to make sure that Detractors (unhappy clients and customers who can damage your brand), and Impartials (clients and customers who may move to competitors) are converted into Promoters (loyal clients and customers who will keep providing revenue and promoting the company).
However, Wolf Return delivers more than just the NPS.
We’ll ask the “why” questions behind the score to really uncover and quantify what your company does well and what it can do to improve, whatever the issue.
To gain further insight you need to drill deeper though. A range of questions can be asked that uncover, capture and quantify what your company does well and what it can do to improve.
Or just think of your business relationships. You perceive them as rock-solid, but how solid are they really? Let’s identify the strengths and weaknesses of your business and capture how important you really are to your business partners.
The ideal case scenario is that your business relationships actually stand on rock-solid ground. But wouldn’t it be invaluable to have that perception reconfirmed and to know what factors that foundation is made of?
Wolf Return will ask respondents to assess the quality of your products and services from various vantage points. This is very useful if you want to measure different areas of your business performance – either as a dipstick at a certain point in time or tracked over time.
Please feel free to contact Wolf Return to discuss your goals.