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ESOMAR Individual Membership Information

Customer Satisfaction

Studies on customer satisfaction are done amongst customers of public and private companies. They are extremely important as customer satisfaction is the single most important factor in customer loyalty.

In a customized customer satisfaction study, the respondents are asked about their general satisfaction, specific aspects of the service they got (for example pleasantness, realiability and speed) as well as specific aspects of the service of each company.

Every company should measure their customer satisfaction thoroughly at least every two years and in between use the Customer Satisfaction Yardstick, Total Customer Satisfaction or Customer Satisfaction Emotion Measure to get a more frequent but cost effective measures. It is important to analyse the results by the customers´ demographics and their estimated customer worth.

Results are delivered in a digital report, but also a printed version for a nominal price. In the report the results are analysed by various demographic variables, such as gender, age and residence. Other background analyses are also available if desired. Maskina strives to summarize the main conclusions and interpret them for the client. If applicable, Maskina also summarizes a list of possible improvements. Maskina’s main emphasis is to deliver results which can be implemented in the clients operations and decision making.