Custom Research is distinctive research which is personalized and optimized for our customers’ specific needs. Sometimes the information people are looking for is not available in an off the shelf market research publication.
In Customer Satisfaction, we track interaction between customers and the business, to dig customer insights and analyze the touchpoints, to help in creating a strategy to increase the customer experience. As part of the work gauge the experience by tracking Customer Effort Score (CES), Net Promoter Score (NPS) and Customer Satisfaction Measurement (CSI, SSI).
Customer Satisfaction Survey
Robas Research can help you to develop your own customer satisfaction measurement instrument according to the needs of your Company.
Given the complexity of the markets and the intense competition for market share, it is essential to understand the pulse of your customer. This can be achieved only through a detailed and periodic customer survey intrinsic to your product administered via various platforms – the internet, telephone or paper.
We at Robas Research help design and customize surveys based on your requirement as well as offer our robust research methodologies to review all survey instruments to assure validity, reliability and reduce bias.
Some of the key survey questions around which business metrics are assimilated for customer retention, turnover, attitudes.
Customer Satisfaction Measurement (C-SAT)
Through CSAT, we measure how products and services meet or surpass customer expectation. CSAT score is often determined by asking customers a single question, a set of queries, or a long survey to assess their experiences.
Net Promoter Score (NPS)
Through proven NPS scoring methods, we will help to gauge the loyalty of a firm’s customer relationships, by knowing whether they are Promoters, Passives or Detractors.
Customer Effort Score (CES)
We measure customer service satisfaction with one single question. This is a powerful metric to measure customer service satisfaction, and helps you in creating a loyal customer base by reducing customer effort.
Our approach towards Usage and Attitude Research!
Usage and attitude research projects are intended to give an outline and high-level understanding of the market and to discover development opportunities.
Usage and attitude studies seek to answer the fundamental questions, such as which product to propose, whom to target and by which channels to use.
They are typically done on an ad-hoc basis and designed to fill knowledge gaps related to the market opportunity, product category, customer attitudes, behaviour and desires, customer segments and the brand landscape.
The primary aim of a Usage and Attitude study is to identify “white spots” in the market, potential market gaps that could potentially be served.Usage and Attitude research projects deliver granular insights on the drivers of brand / product usage and help encourage non-user activation.
Brand is an imperceptible, conditional asset associated with a product or service.
Brands are associations with a set of emotions that stimulus consumers’ responses and behaviours towards a product/service.
It is vital for a business to know the commercial value, or equity, that is derived from consumers’ perceptions of the brand name of a particular product or service.
Brand awareness and insight valuations!
The purpose of brand awareness and insight valuations is to track variations in awareness and perceptions of an organization’s product, often in relation to competing products. These valuations take place over an extended period of time to inform business strategy and advertising campaigns.