Companies are interested in customer satisfaction because it’s a measure of how people feel and can help to predict future behaviour.

As a customer, it doesn’t take too much to just ‘be satisfied’ and for most businesses, this is their majority verdict. So it doesn’t take too much effort from a competitor to lure them away.

Highly satisfied customers’ tend to buy more products or services from a company and show more loyalty when competitors come to tempt them.

There are lots of statistical models based on customer satisfaction and many research suppliers believe that theirs is the most powerful.

We take a pragmatic approach because statistics alone don’t really matter that much - what counts is the evidence that can be produced from them. We deliver workable ideas that will lead to a positive shift in a client’s relationship with its customers.

People always have different opinions and different needs based on things like: where they live, what they experienced with other companies, how they shop, what they were expecting?

If we ask everyone the same questions, we’ll probably get lots of similar replies but far more can be revealed if questions are devised to address the specific needs of particular customer groups and types.