Advertising and Market

Consumer Satisfaction Barometer

Using the data gained during the research a consumer satisfaction barometer can be drawn up that

measures the consumers’ satisfaction (in general or ‘globally’ as well as by criteria) with the service with special emphasis on the factors influencing it.

We use multivariate analysis to enumerate the importance of different criteria and (~ expectations), from a general satisfaction point of view, their impact on that and their interrelationship.

We can create relationship between the following dimensions:

  • satisfaction with the service and loyalty to it,
  • consumer satisfaction and recommending  the service to others,
  • satisfaction with the service and loyalty to the service provider,
  • consumer satisfaction and recommending the service provider to others.

Complementary elements:

  • Preliminary qualitative research among those using the service.
  • Creation of a verbatim module.
  • Setting out the Satisfaction Index.
  • Drawing up quality enhancing measures.
  • Integrating the research results with the so called Navigator software.