- Customer insights - know what customers think about your company's products and services and how they use them
- Customer communication - let your customers know your company is focusing on quality and continuous improvement
- Compliance with quality standards (e.g. ISO 9001 2000) which require the measurement and monitoring of customer satisfaction
Understanding your customer's needs
Your customers are your company's most valuable assets. Without them you don't have a business and satisfying them by meeting or exceeding their expectations is not just desirable, it is essential for your long-term survival. Achieving and maintaining high levels of customer satisfaction and loyalty no longer depends exclusively on maintaining the quality of your products or services and offering acceptable prices.
Customers place increasing value on the intangible aspects of their relationships with suppliers, which can be both more difficult to understand and more volatile. Customer needs change in response to the pressures placed on them but are also significantly influenced by offers made by competitors. In today's dynamic markets it is essential to monitor the evolution of customer needs and the performance of the competition. Internal sources of customer intelligence cannot provide you with an unbiased and ongoing understanding of current and potential customers needs. Nor can they track your customers' perceptions of your performance and compare you with your key competitors. This is where IRL can help.
Customer Satisfaction - Loyalty Research
IRL has built a high level of expertise in providing clients with data that identifies customer requirements and monitors customer satisfaction and loyalty. IRL customer surveys are designed to help you understand your company's brand/corporate awareness, in absolute terms and relative to the competition:
- Your customers' expectations in terms of product and service features
- Customers perceptions of your company's performance
- The comparative performance of competitors
- Reasons for dissatisfaction and performance gaps
- Your company's strengths and weaknesses
- Your customers' purchasing intentions