According to customer loyality researches, companies lose customers from 45% until 50% every five years, and the acquisition of new customers may even result in the amount 20 times more expensive than retaining the existing customers. Depending on the sector, 5% of drop in the rate of customer defection causes an increase in the revenue from 25% up to 85%.
A satisfaction, in general, is a sense of pleasure or disappointment that emerge as a result of a comparison between customer expectations and the perceived performance of a product or a service. If the performance falls short of expectations, it is called a customer dissatisfaction, however, if the performance fits expectations, then there comes a customer satisfaction. In case that the performance is much better than expectations, then the customer becomes highly satisfied or delighted.
About the research
Satisfied customers return and purchase much more. Repeating, loyal customers talk to others about their experience, and become ready for the cooperation with the company they trust, pay premium prices to buy from their trustful and favourite brands. In addition, satisfied customers are prone to use other products and services of the company, and buy product additions, and they are generally inflexible towards increases in prices and any other crisis.
Customer satisfaction and loyality research that Bimpact offers, is designated to provide you with an help in retaining your existing customers, acquiring new customers and keeping them.
The content and main benefits of the research
Necessary qualitative and quantitative results are reached, as a result of our customer satisfaction and loyality research.
- Important measures for customer satisfaction and loyality
- Quality perception of a product or a service
- Perceived price
- Perceived value
- Analysis of drivers for satisfaction and loyality
- Reasons for satisfaction and dissatisfaction, and the rejection to a brand
and other similar issues are forming the skeleton of our research. Most indicators are evaluated not only for the company, but also for main competitors, and the results are explained by being benchmarked with competitors and the sector, and suitable strategies are recommended.