Once the survey has been conducted, we arrive at an important element: the analysis. A report can then be drawn up and we can make concrete recommendations.
Once the survey has been conducted, we can analyse the data. We do so using extremely advanced analysis methods. These analyses enable us to determine which elements are truly important for customer satisfaction.
2. Reporting and recommendations
The results of the survey will be reported at the total level, and summarised on a single worksheet, the One Pager. All individual input is available for perusal in our online environment.
3. Closing the loop
The results of the survey are known and the recommendations have been drawn up. Make sure you follow up on the results effectively. A good loop closing procedure offers a number of benefits for your customers
We apply Structural Equation Modelling (SEM) and Ordered Logit Models for analysis purposes, in order to determine the drivers of satisfaction. The results of these analyses provide a clear picture of the aspects that customers believe to be truly important. These are the knobs you need to turn in order to increase customer satisfaction.
Once the drivers of customer satisfaction have been determined, we also review how the survey went, the trend of the results, and we analyse any textual replies. Based on these insights, we develop recommendations in order to improve customer satisfaction in a targeted manner. This enables you to take effective and efficient action.
We report in various formats. You will always receive a One Pager with an accompanying rapport from us. Not a lengthy report from which you must deduce the main issues, but rather a concrete and structured report. That is what we stand for!
Closing the loop refers to the feedback of results and areas for improvement to the respondents. This allows you to remove any stumbling blocks for each respondent, in order to transform them into promoters. By doing so effectively, you are proving that you take the feedback seriously.