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CHALLENGE:
Sales of our key product have been flat for three years. What do customers really think of our products and services?
 
SOLUTION:
Customer satisfaction is a powerful strategic weapon that is often underutilized. If you are the market leader, then assessing your customer satisfaction is a defensive imperative. If you are seeking to gain market share, measuring the competition’s – as well as your own – customer satisfaction is critical to formulating your competitive strategy. Schmidt CS Customer Satisfaction studies provide you with clear guidance on how to improve your customers’ perception of your products and services, thereby increasing their loyalty to you.
 
WHAT WE DO:
  • Analyze customer satisfaction and competitiveness on critical performance factors, producing trackable metrics and qualitative backup.
  • Determine your customers’ key value drivers, and identify as priorities for action those value drivers where satisfaction levels are substandard.
  • Fully describe root causes of dissatisfaction based on an analysis of the qualitative feedback, and make recommendations for remedial action.
  • Determine how your performance compares to your competitors’, and identify your competitive strengths and weaknesses.
  • Provide account-specific information including timely alerts of problems requiring attention; lists of at-risk accounts based on performance metrics; and detailed profiles of key accounts that combine quantitative ratings and qualitative insights.
Case Study 1
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Schmidt Consulting, Market Research & Consulting - Pittsburgh, PA