Customer Satisfaction & Loyalty

In an environment where over 65% of business comes from existing customers, if you neglect customer satisfaction you are missing out.

What sets ITSMA’s approach to helping our clients address customer satisfaction and loyalty apart is that we understand that each interaction with these important customers influences their view of your organization. That’s why we go to such great lengths to ensure that when we help you measure customer satisfaction, we’re contributing to it as well.

These projects are led by Julie Schwartz, Senior VP of Research and Thought Leadership. She is a certified Net Promoter Expert and has an intimate understanding of what drives customer loyalty.

ITSMA works with you to develop a customized program of customer satisfaction and loyalty measurement. Projects may include well-established customer satisfaction methods such as Net Promoter Score, but are always focused on your unique objectives. We’re not just a factory that runs every customer through the same standard questionnaire. Our flexible methodology leaves room to adapt the approach to meet your key requirements.

In our experience, a wide variety of factors influence the ‘right’ approach to measuring customer satisfaction and loyalty:

• Relationship- and/or project-based measurement
• Balance between qualitative and quantitative measurement
• Choice of methodology: web-based and/or interviews
• Number of interviews/survey invitations
• Level of participant
• Relationship status of participant
• Maturity of customer engagement programs
• Available budget
• Leadership expectations

The approach you take to measuring customer satisfaction and loyalty should also be made in the context of the broader plan to build stronger customer relationships and, ultimately, to promote customer advocacy.

For more information on how ITSMA can help, please contact Julie Schwartz, Senior VP of Research and Thought Leadership.