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Customer Studies

While the goal of satisfying customers may seem obvious, the objective of a measurement system is to identify those factors that lead to repeat purchases (loyalty) and eliminate problems (many of which are not apparent unless we ask).


Our research tracks key customer satisfaction and loyalty metrics among your customers and measures the factors that drive these metrics. We have the tools to measure customer satisfaction, Net Promoter Score and Customer Effort Score.

Customer Satisfaction

Customers who have a service issue resolved on the first call are significantly more satisfied with their provider than those who haven’t had a recent service issue. We track customer satisfaction over time and help you evaluate where the problems are and how they should be prioritized and addressed.

Net Promoter Score

Customers who are pleased with their service are significantly more likely to stay with their provider for at least three years. Learn which of your customers are supporters and which are distractors of your brand then address the issues and build more supporters.

Customer Effort Score

Customers that find their operator easy to work with are more likely to stay a customer. Customer Effort Score focuses specifically on customer touchpoints and how easy it is for customers to do business with you.

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