Building better customers: ShapardResearch satisfaction & loyalty research

When it comes to the promises your company makes to customers, delivering consistently and well is crucial to building customer satisfaction and loyalty. Success depends upon a customer experience that exceeds your customers’ expectations and differentiates your company from its competitors. Satisfied, loyal customers buy more, and they buy more often. Could you be doing better?

Your customers: what do they really want? A customer satisfaction study from ShapardResearch lets you see your company through the eyes of your customers. We’ll identify the elements specific to your company that affect customer satisfaction, and we’ll place these elements in context so you’ll understand the relative importance of each. When you take action based on the results of our study, you’ll know you’re putting your resources into initiatives that will make a direct, significant impact on the value of each customer’s experience.

Your company: how well do you deliver?
When there’s a difference between what customers want from you and what they actually experience, it undermines that customer’s satisfaction and reduces his or her likelihood to look to your company in the future. Understanding what your customers expect—and whether or not they’re getting it—is the first step in making sure you’re taking advantage of your most powerful tool for building loyalty: a positive customer experience.

Our research: the answers you need
Customer satisfaction and loyalty research from ShapardResearch will determine why customers choose your company, how you stack up against the competition, and what will determine whether they choose your company again. At ShapardResearch, we know how to expose the insights hiding behind the numbers. We’ll present them to you in a clear, user-friendly format, so you can easily translate the data into decisive action.

Let us help you develop a successful, research-based strategy to enhance customer satisfaction and build loyalty. Please contact us to learn more.

Performing new customer surveys helps you better understand those critical first impressions with your products and services and, perhaps more importantly, whether you are delivering on the promises your marketing and sales teams made.

A new customer survey can tell you a lot about the way you do business from that very important perspective: the customers’. Conducting this research very early in the relationship, while the customer still has a clear recollection of their initial experiences, provides the opportunity to ask specific questions and probe on critical business issues. ShapardResearch is experienced with new customer surveys, including customer satisfaction surveys. We can also work with you to devise a new, or revise your existing customer baseline and tracking survey program.

What do you learn from your new friend?
As the saying goes, "you only get one chance to make a first impression". Do you know what kind of first impression your company makes on your customers?

By working with you to develop and execute a marketing research survey program for new customers, you can learn:

How the customer found you and why they chose you.

What other companies they considered and why.

Did the honeymoon period exceed their product and their service expectations?

Are you delivering on the promises you made?

And most important, are you are building a lifelong relationship?

The best opportunity to gather information and understand how your company is executing on those key measures is at the beginning of the customer relationship -- an opportunity that is often lost with time.

ShapardResearch is experienced with new customer surveys and can work with you in determining the best timeframe for contacting your newest customers!