Dissatisfied customers don't necessarily complain, they just disappear research shows it costs five times more to 'buy' new customers than to retain existing ones

Quality of service determines customer satisfaction and increasingly service quality is becoming the major factor in distinguishing an organization from its competitors. If customers are happy with the product / service they receive they are more likely to remain loyal.

Our research shows a direct relationship between customer satisfaction and employee satisfaction - when the climate is positive in the organisation a better customer experience results. Good leadership is the key to both creating the right atmosphere and aligning this to customer expectations and needs.

psychologica can help you understand what your customers really want:

We offer a range of Customer Surveys which are designed to develop a real understanding of customer perceptions and how these relate to the organizational behaviours which impact upon them

These are based on several years of European Funded research into thousands of customers of numerous service organisations of various sizes from a number of sectors

 

Click here to find out more about our tailor made Customer Surveys