This can be realised by techniques as:

RELEVANCE ANALYSIS
By means of various methods of analysis, we determine the levels of success that can be attained by implementing specific measures. With ?what-if? analyses we predict, e.g., the accretion of customer loyalty if a complaint management system is implemented.

PENALTY-REWARD ANALYSIS
Not all significant criteria for satisfaction function in the same way: some criteria can only generate dissatisfaction but do not provide real satisfaction (DISSATISFIERS). Others work in exactly the opposite way; i.e. they increase satisfaction in positive situations but do not lead to dissatisfaction in negative situations (SATISFIERS). Criteria that are effective in both ways are the so-called CRITICALS. This classification is the object of the penalty-reward analysis.

FACTOR ANALYSIS
In order to recognise the structural relations between, e.g., image facets, we apply factor analysis to work out their pattern of relations. The factors produced identify the judgement patterns underlying the image evaluations of your products.

CUSTOMER SEGMENTATION VIA CLUSTER ANALYSIS
By means of different cluster techniques we identify, e.g., the customer segments in your sector the level of attractiveness of working with these segments according to their willingness to purchase. For each segment we provide you with a marketing-mix customised to the segment?s requirement-structure.

CONJOINT ANALYSIS
Conjoint Measurement has proved its worth especially for product development and pricing. With this method we identify the product features most important to the customer and the combination of features with the highest purchase probability. We apply the conjoint analysis in face-to-face interviews as well as in online interviews with specific tools which are interactively responsive to the customers? response behaviour.

BENCHMARK ANALYSIS
In order to gain insight into your competitors? level of providing comparable services, we combine the benchmark analysis with best practice analyses and relevance analyses. Thus, we do not just show in which services competitors might be performing better but also analyse the areas in which it is worth to be superior (if services are rewarded by the customer?s increased willingness to purchase). The best practise analysis identifies the ways in which performance leaders succeed.