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Why study customer satisfaction?

• 96% of all unsatisfied customers will simply leave a business without informing the business of a problem,
• It is 5-7 times more expensive to gain a new customer than it is to retain existing customers,
• A 5% increase in customer satisfaction improves profitability by an average of 16.6%,
• Satisfied customers tell 5 others about good treatment; dissatisfied customers typically tell at least 9 others,
• 70% of the reasons customers switch has little to do with product or service characteristics, but instead, the quality of the customers’ interactions with the firm.

Customer Insights®

Improve customer loyalty, retention and grow profits with customer satisfaction research.

In today’s dynamic marketplace, measuring customer satisfaction and assessing customer needs are essential for closing service quality gaps. At Artemis Crane Research, market research professionals assist clients in laying a foundation for revenue growth through increased knowledge of their marketplace, stronger relationships with their customers, and the ability to make profitable marketing decisions.

It is no secret that customer loyalty has a direct impact on your bottom line. With more ways than ever to spread news about a specific interaction, customers have access to greater information that can help them decide between your business and one of your competitors. Misunderstanding customers’ needs and perceptions costs companies hundreds of thousand of dollars each year due to less than optimal product decisions and flawed marketing communications.  You want your customers to have positive and competitively differentiating experiences. You want your company to become a destination- a place where customers want to return, and return often.

It is now up to you to solicit feedback that can allow you to easily understand your customers and quickly react to their demands.

Artemis Crane’s Customer Insights package is a full-service program that uses a robust survey software application to assist you from survey creation to strategy and execution. This program is designed to help you:

• Truly understand and measure customer satisfaction and retention,
• Identify the actions necessary to maintain and grow customer loyalty,
• Assess the impact of customer satisfaction initiatives on overall business performance.

Our Process

The process begins by designing online surveys with well formulated questions based on  a decade of research and marketing expertise. By placing a heavy focus on this initial step, Artemis Crane consultants can provide you with the most critical and statistically accurate information you need to improve customer satisfaction, loyalty, and retention. Our goal for new clients is to establish a benchmark of customer satisfaction measures that can be tracked over time.  Artemis Crane consultants will assist you in capturing these metrics through the entire customer experience.  Actionable results are made easily available to you through automated notifications (e-mail), and comprehensive reports.

Satisfaction reports

The results of your satisfaction study are collected, aggregated, and presented to you in an easy-to-read format. Consultants at Artemis Crane can assist you in further segmenting the data based on several attributes including time periods, region, location, sales representative, etc. Automated notifications can also be triggered to alert you of specific customer feedback that may require your immediate attention.

Quick Links:

> Service Quality Gap Analysis > The Artemis Crane Survey Software Application > The Customer Satisfaction Survey Process

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For more information regarding our customer satisfaction surveying process or reporting, please view the customer satisfaction survey process or click below for more information.