Numbers never lie
Basically, our method allows us to identify what is important to the individual customer. Our surveys measure what drives the factors behind customer satisfaction for the individual customer.
Using this method, we can divide the company’s customers into a range of personal profiles (archetypes), each with differing preferences and requirements. These profiles allocate differing levels of importance to the focus areas. It is important to be aware of this when establishing strategies and initiatives in the aftermath of the customer survey.
Using statistical calculations, Ennova discloses the importance of the focus areas to customer satisfaction. Using cause-effect models, we can offer specific recommendations to the person in charge of running the process of change.
Our priority maps are based on calculations of impact, and use statistical methods to investigate the nature of customer satisfaction, in exactly the same way as for employee surveys. The Ennova method is the only one on the market that can identify what drives customer satisfaction down at individual customer level.
Once we have obtained the customers' evaluations and calculated the impact of an improvement in each category, we can produce a priority map.
Learn more about priority maps here>>
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