Customer and employee satisfaction
Surveys show that customer satisfaction and loyalty have a mutually reinforcing relationship in a strongly competitive market: highly satisfied customers are loyal and come back again. That means it’s a useful strategy to raise customers’ satisfaction levels from ‘satisfied’ to ‘very satisfied’.
The MANS approach
The customer satisfaction surveys that we can carry out for you are deliberately linked to your organization’s business processes. These are the source of improvements in customer satisfaction and loyalty. In many cases classical surveys only measure customer satisfaction, while it’s their loyalty that is most important.
In designing customer surveys we take the satisfaction, appreciation and loyalty of your customers into account. The focus is on the process that the customer experiences from the start to the end of your service. By focusing on this ‘customer process’, you force yourself to put the customer at the center of everything you do.
We possess expertise in customer-focused quality systems – translating customers’ wishes into measurement points at process level and systematic improvement.
If you would like to know what MANS can do for you in the area of customer surveys, please contact Marloes Janssen, consultant