There is little doubt that in today’s competitive environment Customer Satisfaction & Retention measurement is a valuable corporate asset. However, not enough companies take a scientific approach to measuring it. Many companies deploy surveys to measure Customer Satisfaction but few use a precise, reliable and predictive methodology. And many end up with data that’s not truly meaningful or actionable.
BMRS Asia uses a unique methodology that provides a rigorous scientific foundation and proven track record to quantify the value of Customer Satisfaction & Retention to your organization, enabling you to make sound, informed, strategic business decisions about your business.
We go beyond simply measuring Satisfaction – we include measures that will reflect long-term Loyalty & Retention of your Customers so that you can better plan for the future.
Studies show that most large organisations can lose up to 50% of their Customers every five years, and winning new Customers can be up to 20 times more expensive than retaining existing Customers. An organisation needs to know what makes Customers choose one supplier rather than another, and what is needed to maintain and improve Retention rates of your existing Customers.
Our strong research and analysis backgrounds make us specialists in understanding how to ask the right questions and we have spent many years in developing and fine-tuning our analysis methodologies to accurately predict which areas within your company environment will impact most on Customer Satisfaction & Retention. Our methodology will show the areas of improvement that will yield the best ROI – and future company results can be directly linked to measure this over time.
There are many good reasons why we believe that an organization should have a professional and experienced approach to measure their Customer Satisfaction & Retention – but the Top 5 reasons that our Clients give us are:
1. A basic Health Check for the organisation. Better understand Customer perceptions towards the company and identify how retained are the Customers for the long-term
2. Determine and understand differences in Satisfaction & Retention rates among different Customer groups
3. To send a positive message to Customers that the company takes Customer Satisfaction and service seriously
4. To obtain benchmark data for comparison with surveys conducted among Customers of Competitor companies
5. To have a professional and unbiased measure of Customers for use in management process evaluation and KPI performance (eg ISO, BSC, Six Sigma)