The public communication made by brands on the rate of satisfied customers usually reveals very high rates of satisfaction. But do these rates really reflect reality?
In general, these rates are calculated by taking into account all satisfied customers, whether they are fully or partly satisfied. And it is on this global basis that some companies develop their action plans. But a customer who is not “fully satisfied” is a customer whose expectations towards a brand or a product remain unfulfilled: a customer unhappy in power.
It is therefore essential to focus on this customer to give full satisfaction. However, many satisfaction barometers do not allow to do that.
LDB Mica Research offers a solution for measuring and analyzing customer satisfaction that makes it possible to identify operational levers of action, without neglecting any customer. In the end, improve the satisfaction of all your customers for a better brand image and increased loyalty.
Would you like to discover our SAT + and QUAL + methodologies?
Contact us.