With psychonomics you have a very experienced and competent partner for planning, implementation and analysis of customer interviews ready to help you. Our customer satisfaction studies contain a maximum of actionable information so that you can understand your customers even better and strengthen their loyalty.
satisfaction and loyalty, quality of service and development of requirements in the market. However, customer interviews are not about determining general satisfaction values with routine services. The actual use of customer interviews is more focussed on improving customer orientation and precise contribution of build-up and expansion for a lasting customer satisfaction management. These improvements are subject to success-critical events. Key questions are therefore: what things are customers especially dissatisfied about? And: what precisely can be improved? With psychonomics you have a very experienced and competent partner for planning, realisation and analysis of customer interviews at your disposal. Our customer satisfaction studies contain a maximum of action relevant information so that you can even better understand your customers and strengthen their loyalty.

Advantages of consumer surveys

	Essential strengths and weaknesses of the company become transparent
	Concrete potential for improvement and crunch factors are established and implemented in line with customers’ needs
	Customer interviews reduce “corporate blindness” and enable the company to put itself in the position of the customers and their requirements
	Already carried out or planned marketing and quality measures can be systematically controlled/evaluated or checked with regard to acceptance and success prospects
	Customer interviews contribute to improvement of complaints management, attitudinal and evaluation differences between various demographic and psychological customer groups become visible and can be used strategically within the framework of customer value approaches

Which questions are suitable for customer interviews?

The fields of application of customer interviews cover all areas of B-to-B and B-to-C in services, commerce and industry. The main actionable relevance can be found in the areas of strategic and operative marketing, sales controlling, QM, CRM and controlling. Main focus for customer interviews can be especially:

	Customer satisfaction analysis (product, service and consulting services)
	Gathering improvement suggestions
	Product development
	Image analysis
	Critical incidents analysis
	Customer loyalty analysis
	Complaints analysis/ canceller analysis
	Benchmark with competitors

How do we proceed?

	We determine the aims, basic framework and topic areas for the customer interview together with the client
	We develop an interview concept that is sound, both in terms of methodology and content, and select the most suitable interview variants with the customer (face-to-face, telephone, written, representative, etc.)
	We develop an individual interview tool or provide our own existing benchmark tool
	We recruit the interview participants by means of customer lists and in line with the agreed target group criteria and guarantee data security and anonymity of the interview
	We carry out the interviews in the form of telephone or face-to-face interviews, written or online supported interviews
	We evaluate the data by means of different statistical approaches
	The results will be summarised in a detailed chart report or management summary and presented to the client
	We advise the client on the concrete implementation of the relevant areas of action
	We conduct workshops for implementation of the results with managers or teams

Information and advice

For questions and further information on conception and implementation of customer interviews, Mr. Oliver Gaedeke ( oliver.gaedeke@psychonomics.de) is ready to help you. We will gladly submit you an individual project quote.