Customer Satisfaction Planning, Design, Analysis, and Surveying Services
MSI employees proven techniques along with innovative methods for defining, analyzing,
and implementing customer satisfaction programs. Additionally, MSI can act as a
third party customer satisfaction analysis partner tasked with data collection,
analysis, and reporting of customer satisfaction data in an unbiased manner.
Two important aspects of our customer satisfaction approach are (1) the correlation
of customer satisfaction data with control variables within an organization's outputs
and processes, and (2) analysis of satisfaction at key points within the process
and over time.
Customer satisfaction management is about implementing a system and a culture focused
upon customer satisfaction. To achieve and maintain high levels of customer satisfaction,
emphasis must be placed systemically within the people, processes, and technologies
used by an organization. Equally as important, customer satisfaction must be managed
proactively through an understanding of customer satisfaction drivers, not through
the lagging indicators measured by most customer satisfaction surveys.
For example, asking a customer how happy they are with the paint on a product immediately
after purchase may yield a different answer than the same question two years after
purchase. What is the buying cycle and life span of a product? How will these factors
affect the customer's decision to buy again. What product or process variables can
be adjusted to ensure satisfaction remains in tact for the duration?
MSI uses state of the art technologies for satisfaction data collection and analysis.
Our team is experienced with various on-line surveying tools and analysis tools.
Most importantly, we are experienced with taking seemingly un quantifiable, subjective
data and finding the quantifiable trends within.
Please contact us to learn more about how MSI
can help your organization better manage and improve customer satisfaction.