Customer Retention Model

By: KBW Research  09-02-2009
Keywords: Market Research, customer satisfaction, Customer Surveys

The Customer Retention Model  measures all the areas where you and your customers connect.

The model takes a holistic view of customer satisfaction by incorporating a wide range of factors into the questionnaire including: customer satisfaction, staff perceptions, competitor analysis, future customer behavior and company image.

How it works:
Customers complete a questionnaire.
Staff complete the same questionnaire.
The same 10 point rating index is used throughout which allows all parts of the questionnaire to be correlated.

The output is a very practical report that  provides a measure that management can act on. It highlights key drivers, relative strength and weaknesses and gaps in perception based on how staff think they are performing versus how customers perceive them.

Clear, usable reports will be produced (in English, not technical jargon) and in  addition to our standard reports, there is the option for an onsite management feedback meeting.

Keywords: customer satisfaction, Customer Surveys, Market Research