Our Customer Measurement research fully explores the relationship between your customer and your company. Our proprietary TRACK© process measures 35 key aspects of a customer's relationship with the company and determines which have the great impact on overall satisfaction, retention and loyalty.

Our Customer Surveys generally include:

• Customer Profile - The profile of the customer base examines their product/service requirements and considers the key aspects of their relationship with the organization.
   
• Competitive Comparison - The survey provides an understanding of how an organization is perceived relative to its competition. We examine how customers make purchasing decisions, what products and services they are buying and with which companies they typically deal.
   
• Products and Services - You will discover the awareness and usage of each of your current products and services. We typically gauge customers' interest in new products, services or programs.
  We can measure your share of wallet in each of your product categories. Based on customers' future purchase intentions, we can determine the expected dollar value of their overall ongoing business. Using your current share of wallet, we can estimate the dollar value of future business that will likely go elsewhere unless you take steps to address the situation.
   
• Service and Delivery - We use our TRACK process to cover some of the more subtle aspects of how an organization delivers its services. This process measures 35 key determinants of service quality in five areas: Timing, Reliability, Attributes, Communication and Knowledge.
  Using our Key Driver Analysis, we determine which of the TRACK items have the greatest impact on overall satisfaction. After identifying these Key Drivers, we outline what impact an improvement in each of them will have on overall customer satisfaction, retention and loyalty. You will learn which service characteristics need priority attention and how service impacts your bottom-line.

The final report includes analysis and recommendations, illustrated by informative graphics. A highly impactful PowerPoint presentation of the survey results and recommendations allows you to clearly communicate the survey findings to a broader audience.