CUSTOMER SATISFACTION INDEX

Customer satisfaction regarding a product/service provided by a company is an abstract concept that includes factors such as product quality, the quality of the service provided, the atmosphere of the place where the product/service was purchased and the price of the product/service along with several other related factors. 

Customer satisfaction measures the extent to which a customer’s expectations have been satisfied regarding the purchase of a product or service provided by your company.

Research into customer satisfaction is the determination of the factors, causes and motives that influence a customer’s decision on purchasing as well as the behavior of the target audience.   

A customer satisfaction survey shows how satisfied or dissatisfied a customer is with a particular aspect of service or the product in general.

The satisfaction survey is conducted among a company’s existing customers and users of certain products/services.

Methods of collecting information include: CATI (telephone surveys), CAPI (answering questions presented on a tablet) and face to face.

WHAT TASKS CUSTOMER SATISFACTION SURVEYS CAN SOLVE

– They can identify any hidden factors that may affect the customer satisfaction;

– They determine the reasons behind any rise/drop in demand for goods and services;

– They optimize a company’s business processes, adapting them for the needs of the modern consumer;

– They form an effective advertising message and position a product under the client’s request (when launching advertising campaigns and shares).

WHY CHOOSE

1) We have a “Live” Call Centre  

2) Our questionnaires are developed by a team of analysts especially for the individual projects of our clients.

3) We construct a mathematical model of factors which may influence customer satisfaction/customer loyalty (regression analysis). This model allows our clients to:

– take measures against reasons cited by the customer for their dissatisfaction

– uncover hidden/unknown customer trends and tendencies

– determine the extent to which each individual criteria/parameter influences the overall satisfaction of the customer.

4) We build a calculated customer satisfaction index (CSI) and compare it with declarative one.

The Customer Satisfaction Index (CSI) is an overall assessment that consists of the quality evaluation of a product or service, the quality of servicing and the quality of the product or service offer.

5) We have the ability to study customer satisfaction as an integral part of customer loyalty.

6) We conduct research for both B2B and B2C segments.

7) Close the contour / Action Plan. 

With the help of specialized software, we create a Closed Circle. Our clients receive not only a comprehensive assessment of customer satisfaction but also an outline of the problems and suggested Action Plan to remedy any dissatisfaction among customers who were not satisfied after the interaction with the company.

CSI is a good tool to improve customer satisfaction and turn dissatisfied customers into customers who will promote your brand.

Customer satisfaction measures the extent to which a customer’s expectations have been satisfied regarding the purchase of a product or service provided by your company.

Research into customer satisfaction is the determination of the factors, causes and motives that influence a customer’s decision on purchasing as well as the behavior of the target audience.   

A customer satisfaction survey shows how satisfied or dissatisfied a customer is with a particular aspect of service or the product in general.

The satisfaction survey is conducted among a company’s existing customers and users of certain products/services.

Methods of collecting information include: CATI (telephone surveys), CAPI (answering questions presented on a tablet) and face to face.

WHAT TASKS CUSTOMER SATISFACTION SURVEYS CAN SOLVE

– They can identify any hidden factors that may affect the customer satisfaction;

– They determine the reasons behind any rise/drop in demand for goods and services;

– They optimize a company’s business processes, adapting them for the needs of the modern consumer;

– They form an effective advertising message and position a product under the client’s request (when launching advertising campaigns and shares).

WHY CHOOSE

1) We have a “Live” Call Centre  

2) Our questionnaires are developed by a team of analysts especially for the individual projects of our clients.

3) We construct a mathematical model of factors which may influence customer satisfaction/customer loyalty (regression analysis). This model allows our clients to:

– take measures against reasons cited by the customer for their dissatisfaction

– uncover hidden/unknown customer trends and tendencies

– determine the extent to which each individual criteria/parameter influences the overall satisfaction of the customer.

4) We build a calculated customer satisfaction index (CSI) and compare it with declarative one.

The Customer Satisfaction Index (CSI) is an overall assessment that consists of the quality evaluation of a product or service, the quality of servicing and the quality of the product or service offer.

5) We have the ability to study customer satisfaction as an integral part of customer loyalty.

6) We conduct research for both B2B and B2C segments.

7) Close the contour / Action Plan. 

With the help of specialized software, we create a Closed Circle. Our clients receive not only a comprehensive assessment of customer satisfaction but also an outline of the problems and suggested Action Plan to remedy any dissatisfaction among customers who were not satisfied after the interaction with the company.

CSI is a good tool to improve customer satisfaction and turn dissatisfied customers into customers who will promote your brand.

CUSTOMER SATISFACTION INDEX

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About 4Service

4SERVICE HOLDINGS GMBH 

is an international research holding with its headquarters in Vienna, Austria.The year 2001 was the beginning of the company’s activities which had the aim of improving the quality of life for its customers and people who interact with the business, buy its services and consume its products. After all, it was not by chance that the name “Forservice” was chosen for a company, which represents customer service and good quality.

 

 

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The tasks assigned to 4SERVICE includes both offline and online mystery shopping, customer journey mapping and telephone mystery calls. 4Service team has implemented comprehensive and customized programs in close cooperation with our company. During the cooperation period, 4SERVICE were at a high level and the response to our requests came in time and with maximum professionalism.
Cooperation with HYUNDAI MOTORS
One of 4Service project tasks is to find local and foreign tourists who can visit the Hotel alone or with a family and evaluate the service. During this time the services provided by 4Service Holdings were at the high level and the response to our requests came in time and with maximum professionalism.
Cooperation with OREA HOTELS

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4Service Holdings GmbH

Tegetthoffstraße 7, 1010, Vienna, Austria

Contacts​: +442045771548

global@4service-group.com

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