The single need to assess your customers' satisfaction!

Customers are the most valuable asset of each organization. As a crucial driver of loyalty, their satisfaction is a particularly important target in the allocation of marketing, CRM and servicing budgets. At the same time, the influence of unsatisfied customers is immense, as this can easily cause negative publicity, which might even lead to a chain reaction. But how do you know what causes your customers (dis)satisfaction? Which parts of your product and service delivery are in need of improvement? MetrixLab's Customer Loyalty Assessment, or CLASS©, will tell you exactly where you stand.

Outline

MetrixLab's CLASS© research helps you identify what really matters to your customers, which aspects of your organization require special attention and which are your unique selling points. All of your applied contact channels, offered services and different target groups can be researched on their own specified characteristics. Research can be done by one-shot single examinations or continuous longitudinal processes, providing you with ongoing information about your most important KPI's over time.

Our online surveys provide an attractive and appealing opportunity for customers to tell you more about their expectations and needs. If so desired, they can be made up in your company's layout. Thanks to our highly interactive and fun questionnaires, we generally achieve a high response rate and low drop-out rate.

Methodology and setup

CLASS© can be set up in any conceivable way. We provide one-shot, yearly, quarterly, monthly, weekly and even daily research setups. Depending on your requirements for feedback and the response on the surveys, the reporting intervals can be set at any given frequency, and, if so desired, accompanied by clarifying workshops and presentations. With regard to accessibility, the survey can be open for everyone, or fenced off by a custom-made website in your corporate style. The subject of the survey can range from general satisfaction level to underlying service aspects for all relevant contact channels. With continuous research, various parts can be included or excluded periodically, resulting in a master survey with different variable question blocks that can be implemented in a most efficient way.

Customers can be approached by e-mail or even by regular mail, if necessary. The participants to these surveys can be either customers drawn from your own customer database, or from MetrixLab's extensive consumer panel, called OpinionBar.

The results and findings from the CLASS© research are brought to you in reports containing actionable results, customized to fit your needs with regard to frequency, formats, Key Performance Indicators and organizational structure. In this way, we provide you with the exact information you want, when and how you want it.

Your benefits

CLASS© gives you an in-depth view of your customers' satisfaction level and the reasons behind their opinions. It also shows you your competitive strengths and weaknesses and what you can do to stay ahead of the competition and hold on to your customers. MetrixLab offers you

• a practical way to get to know your customers, their likes and their dislikes.
• flexible, tailor-made setups and reporting methods that suit your needs.
• a comprehensive all-in-one solution to identify your customers' opinions on all aspects they ever noticed with regard to your organization, as well as your competitors!

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