How can you retain customers and obtain more orders from them?

We have extensive experience in business customer satisfaction and loyalty surveys. These are some of the most sensitive surveys, where the maximum level of professionalism must be maintained so the client will be delighted by the interview (perceiving that the company is interested in him or her and behaving professionally) and not annoyed (as research that is badly conducted by a rude interviewer could have counterproductive effects). Over our 20 years in the business, we have carefully fine-tuned procedures in this area and that is why we achieve response rates of over 90% in satisfaction surveys.

Research on business customers’ satisfaction brings you clear information about your customers’ opinions. You can know in detail what they are satisfied with and what needs to be improved. Based upon this and other relevant information, you will be able to maintain and build a high level of satisfaction among your clients. Satisfaction and customer loyalty are important prerequisites for maintaining high turnover and large market share and, in cases of expanding capacity in future, it is also important for acquiring new key clients.

Our specialty focused on customer satisfaction and loyalty surveys is one of the largest among market research agencies in the Czech Republic. We have recently conducted B2B satisfaction surveys in 39 countries across Europe, Asia and America.

We often recommend our clients conduct satisfaction surveys together with lost customer research. The combination of these two methodologies usually provides information that cannot be obtained by other approaches.

If you decide to conduct a satisfaction survey among your Czech customers, consider whether you want to explore the situation among your foreign clients at the same time. We can arrange interviews with your customers in their native languages from our in-house call centre.

Loyalty is not satisfaction

Reality shows that there is a subtle but crucial difference between customer loyalty and satisfaction. For example, some large, traditional banks have had many dissatisfied but loyal customers for many years. By contrast, clients of new internet banks are often happy, but ready to leave for a better offer.

Our methodology deals with the dichotomy between satisfaction and loyalty. Specific questions ask about customer satisfaction and the reasons behind it, while others deal with customer loyalty and the reasons for that.

Moreover, respondents often cannot or do not want to say why they are not loyal. To achieve the correct understanding of loyalty, we must carry out specific statistical analysis or examine specific samples of customers (e.g. lost clients or those who have recently started to buy in smaller volumes). Differences in satisfaction and preferences between loyal and lost customers correctly show what really matters.