• Questioning the key stakeholders in your target market: gives an assessment based on a representative sample of your clientele, potential customers and former customers.

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• A mix of techniques:

  • Qualitative (e.g. focus groups) to understand the image, coverage and DNA of your brand and identify what about it attracts customers and what puts them off

  • Quantitative to measure brand satisfaction and performance according to different criteria (brand awareness and reach, offering, service, price, advertising campaigns, etc.)

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• A tried and tested methodology that uses a survey tailored to your goals/challenges:

  • Closed-ended questions for measuring performance

  • Open-ended questions for "word for word" feedback

  • Engaging, interactive format designed to achieve the highest response rates and document opinions accurately (using open- and closed-ended questions)

  • Inclusion of specific topics/items to get feedback on both your goals and your strategic operations

• We offer specific recommendations based on your results and our understanding of your challenges to help guide your brand and customer satisfaction strategies.
   

• For controlled management: we incorporate a barometer that allows you to monitor closely the impact of any actions implemented and see how your brand and satisfaction indicators evolve over time.

• Comparison of your KPI scores (e.g. CSAT, repurchase intention, NPS, etc.) with the market average (benchmark)

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• Detailed breakdown of your users, potential customers and former customers, including: size and description of segments, profiles, expectations, and operational recommendations for each segment.

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• Decision support analysis: satisfaction / brand loyalty, importance / satisfaction

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• Thorough qualitative assessment of your brand to help you understand and develop and/or strengthen your USP, including: coverage, position relative to competitors, mission and values, strengths, weaknesses, and potential from a global and/or targeted perspective

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• A combination of quantitative and qualitative data analysis: numbers backed up by insights and verbatim feedback extracted from open-ended questions and the qualitative phase