Customer SatisfactionMarket research to measure customer satisfaction
Customer Satisfaction is an essential strategic lever for business success. Understanding how much and why a customer is satisfied does not mean coming into possession of a mere piece of data, but deciphering the relationship between expectations, lived experience and future behaviors. Satisfied customers guarantee profitability because they remain more loyal (they repurchase) and speak well of the product/service, they are the most credible and economical form of advertising.
Measuring customer satisfaction means finding out what really matters to your target. This analysis allows you to identify the strengths on which to build the competitive advantage of companies and the critical areas to intervene. The main objective of customer satisfaction surveys is not to obtain data that remain static, but to transform them into effective tools to improve processes, products and services.
Integrating Customer Satisfaction into your business strategy means investing in the future. Targeted management allows you to create solid and lasting relationships with your customers, optimizing resources and maximizing economic returns. When customer satisfaction becomes a priority, success is not an objective, but a consequence.
The CFI Group MethodologyFrom Customer Experience to Action Plans
CFI Group’s methodology for analyzing Customer Satisfaction is based on a scientific and structured approach, which allows to transform customer feedback into targeted action plans. The process begins with a detailed reconstruction of the customer experience, aimed at identifying all the factors that influence customer perception and satisfaction and making them measurable and objective. This allows to identify the priority areas of intervention, implementing the most effective interventions (with the best ROI) and measuring their evolution over time.
The link between the data collected and the financial payback is central. By defining specific KPIs, such as response times and problem-solving capacity in customer care, it is possible to continuously monitor the level of customer satisfaction. These indicators help to evaluate the effectiveness of existing processes and identify concrete improvements to be made, also estimating the financial impact, so as to guarantee targeted investments and a tangible return.
Thanks to the precision and effectiveness of the scientific method used, CFI Group provides tools that support strategic decisions, transforming Customer Satisfaction into a strategic asset capable of driving business success.
CFI Group's research areas
CFI Group approaches Customer Satisfaction with an integrated approach, studying every aspect of the relationship between company and customer. Research areas can cover both global satisfaction and specific critical processes, providing clear insights that allow you to improve the customer experience and maximize business results. Analysis includes:
B2C - B2B Global Satisfaction
Measuring overall customer satisfaction in B2C and B2B contexts to identify satisfaction drivers in the respective markets.
CX Contact Channels
Customer Experience Evaluation for those who use contact channels, such as email, telephone, chat or physical stores, to optimize the quality of interactions.
Churn Analysis
Study of the reasons that lead customers to abandon the company, with the aim of developing strategies to reduce the churn rate and retain customers.
Win Back
Qualitative Research
In-depth research based on qualitative methods, such as individual interviews or focus groups, to understand customer motivations, perceptions and emotions.
Through detailed and targeted analysis, CFI Group helps companies intervene on the key points of customer relationships, transforming data and feedback into concrete actions to build sustainable competitive advantages.
The Competitive Advantages of Customer Satisfaction Market Research
Understanding and acting on the factors that determine satisfaction allows you to build a lasting competitive advantage. A structured management of customer satisfaction allows you to create stronger relationships, optimize resources and increase the overall value generated by the market.
Identifying critical success factors
Investment Optimization
Customer loyalty
Increased advocacy
Continuous process improvement
Competitiveness on the market
Increase in customer economic value
Data-driven strategic decisions