How do you get satisfied and loyal customers?
Ennova’s approach to customer surveys is that it is not sufficient for the analysis to describe a given trend (e.g. demonstrate the proportion of loyal customers, the individual customer’s satisfaction, and so on). We also require the analysis to provide the explanation for the trend. Why is the customer dissatisfied? What needs to be done to improve a certain type of customer’s satisfaction? These are examples of questions that may need to be answered.
In order to do this, Ennova uses a range of extremely advanced statistical techniques. The purpose here is to identify the drivers behind the customers’ satisfaction and loyalty.
Ennova is expert at describing the creation of customer satisfaction and loyalty. In general, when describing customer satisfaction and loyalty, we have started with the calculation methods and principles that lie behind a range of recognised models (the Danish Customer Index, the Swedish Quality Index, the American Customer Satisfaction Index, and so on). This also enables us to create benchmarks for the two overall dimensions, Satisfaction and Loyalty.
But businesses and customers are different entities. To describe what drives satisfaction and loyalty, Ennova applies questionnaires and the analytical model that fits precisely your customer.
Sample model underlying the customer survey
A description of customer satisfaction and loyalty might look like this. It is crucial that the model is adapted to your organisation and the parameters that affect your customers’ satisfaction.
Learn more about the calculation basis here>>.
Contact
If you want to know more about the above, contact Jacob Buksted Poulsen: Tel. +45 86 20 21 20 or e-mail: jbu@ennova.dk
