Managing customer experience

Our experience conducting customer satisfaction research for better decision making has helped clients retain customers, reduce turnover, and foster loyalty. Since we started business in 1985, we have conducted tens of thousands of interviews with our clients’ customers and prospects. We completely understand that retaining existing customers is much easier and less expensive than finding new ones. Satisfaction, retention, and loyalty research is an investment that always has a positive impact on the bottom line.

Our in-depth analysis gives clients an edge in highly competitive markets by identifying which customers may be likely to lapse or switch to a competitor. This allows proactive efforts to retain the account and build a stronger relationship over the long term. Our experience also allows us to help clients develop strategies for reaching out to customers with issues and provides a means to follow up with customers to determine the effectiveness of the outreach.

SRA has extensive experience conducting Net Promoter Score (NPS) projects and blends a NPS component into customer satisfaction projects that goes beyond the basics to provide the following benefits:

  • Benchmark how your company is positioned for growth relative to best practices and competitors in your field
  • Leverage highly satisfied customers in sales and marketing efforts
  • Identify service areas in need of improvement
  • Prioritize potential initiatives for improving customer satisfaction based on expected ROI
  • Respond directly to customers that completed the survey to express appreciation and address any issues or opportunities
SRA delivers customer satisfaction research results for clients in a wide array of industries which help clients with strategies for:

  • Increasing customer loyalty and retention
  • Improving the customer service process
  • Managing customer feedback and resolving issues
  • Analyzing customer insights to improve profitability
  • Developing new products and services based on customer needs

SRA works with business-to-business and business-to-consumer companies when conducting customer satisfaction research, loyalty, and retention studies. Some of the audiences we survey include:

  • Consumers
  • Employees
  • Business owners and managers
  • C-level executives
  • Physicians and other medical personnel
  • Pharmacists

SRA has helped organizations in a variety of industries understand if their customers are satisfied, where problems exist, if customers are loyal, and what can be done to keep them happy. Some of the industries where we conduct customer satisfaction research include:

  • Transportation
  • Distribution and warehousing
  • Banking and finance
  • Hospitals and healthcare organizations
  • Builders and developers
  • Retailers
  • Manufacturers
  • Consumer packaged goods
  • Pharmaceutical
  • Telecommunications
  • Education
  • Professional membership organizations

SRA’s customer satisfaction, loyalty, and retention research delivers strategic insights and actionable recommendations for better decision making. Our customer satisfaction research has helped clients:

  • Increase revenue for a healthcare provider by pinpointing that appointment and front desk personnel were not polite to patients, which lead to a loss of business.
  • Develop a customer centric evaluation program for a major distributor of pharmaceutical and healthcare products to identify “at risk” accounts and improve retention.
  • Recommended changes to the MIS system, as well as hiring and training practices at a regional bank had an increase in the number of account closures. The changes increased retention and new account acquisition to stem the customer attrition.
  • Improve communication strategies for a home builder and their clients. The builder was receiving numerous complaints from customers during the construction process and SRA developed a proprietary four-part satisfaction measurement system to identify problems.
  • Identified key issues during account transitions for a client who services nursing homes. This information was used to fix problems and improve satisfaction.
  • Determined needed improvements in call center processes for an express shipping company after the center was moved to another country. This improved the phone support for pick-up and package status.
  • Measure satisfaction among membership of a national association regarding the support provided by co-op advertising. This was used to make adjustments in both the content and media buy for the association.
  • Ascertained the need for a charter school based on a community satisfaction survey among parents. This survey confirmed the community felt the need for an alternative school to help increase graduation rates.

For further information, please call us at 561-744-5662.

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