Customer satisfaction and customer retention are central factors to success in the market. Content customers abide by a company, recommend it to friends and acquaintances and buy various products from that company (cross-selling). To regain ex-customers, however, is a very elaborate task. Therefore, the actual extent of customer satisfaction means important knowledge for every company. Detecting the sources of discontent and determining appropriate measures to increase customer retention are central to the quality management. YouGov effectively supports numerous market leaders in various industries in analysing and increasing the satisfaction and retention of their customers, especially by e.g.: Identifying the customer satisfaction's status quo Determining the relevant parameters for customer satisfaction and customer retention Benchmarking with other companies Segmentation of customers via offline- and online-tools for the recommendation of customized products Customer (value) oriented optimisation of business processes and organisational structures Evaluating the Customer Lifetime Value for systematically directing customer retention strategies Analysing consulting knowledge and developing training concepts ANALYSIS- & BENCHMARKTOOLS BeLoved® evaluating and shaping customer loyalty BeTested advanced mystery shopping CallCheck the integrative quality check for call centres QualityCustomizer customer-centred quality management FourControl® quality controlling in the customer life cycle's four phases METHODS Our methodical repertoire extends plain descriptive standard analyses by far. Particularly by sectoral benchmarks and customer retention analyses, we determine how you can precisely and effectively influence customer satisfaction and how you can systematically optimise the quality of service and consulting within quality management. In qualitative studies, specific aspects of customer satisfaction are analysed in detail, e.g. it is examined which services not only evoke satisfaction, but enthusiasm. Furthermore, the motives and attitudes of (potential) changers or cancellers are analysed within the frame of our customer satisfaction research. For processing your individual objectives, we dispose of a wide range of qualitative and quantitative research methods, as especially: Customer surveys and customer satisfaction studies Quantitative interviews (customer- and business competition-interviews) Canceller analyses Mystery shopping / mystery calling Customer conferences and customer workshops In-depth interviews Group discussions and online focus-groups Customer-oriented business process analysis and optimisation Implementing a CRM system Statistical efficiency analyses Data mining Benchmarking RESULTS Depending on your objectives, you will get the following results: Profile of the strengths and weaknesses of your company (benchmarked evaluation of single performances) Customer satisfaction and retention, differentiated by target groups Benchmarks on competitive companies and different industries Substantiated data on the relevance of individual service features concerning customer satisfaction and customer retention Definition of service standards to increase customer satisfaction and retention Customer (value) oriented optimised business processes Configuration, implementation and optimisation of a systematic Customer Relationship Management system Consulting tools In short: You get to know how content your customers really are and what you can do in the future to successfully tie your customers to your company. The results of our customer satisfaction research can be immediately applied to the conception and design of new implementations. CONTACT Dr. Oliver Gaedeke Member of Management Board