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Customer Satisfaction

We use a proven methodology based on customer expectations and focused on the major business processes encountered by your customers.

  • Work usually begins with qualitative research, such as focus groups or in-depth interviews, to understand how your customers define and describe the "value" of your service or product. This typically yields as a set of "core requirements" that all customers expect of any provider plus a set of "value-added" elements that speak to your company's distinctive strengths/offerings.
  • Surveying is done by phone, mail, in-person, fax, email, and/or Internet, depending on what we believe will generate the most useful feedback at a reasonable cost.
  • Surveying can be done by "segment," such as current customers in Region A, current customers in Region B, lost customers, prospective customers, etc.
  • Surveying can be done on one-time basis, quarterly, annually, or as an ongoing tracking program.
  • Analysis often leads to results being displayed in a "Performance-Importance Map" to clearly show what management action is needed to increase customer retention and attract new customers.
  • We then offer specific recommendations on what to improve and what to keep on doing.

    • Case Study - Leading Credit Card Processor Learns Strength of Client Relationships

    Client Buzz

    "The ground-breaking research provided by PMR has helped us better understand public perception and generate national publicity."
     — 

    Kriste Goad, Senior VP, Communications, Healthways

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    Prince Market Research, Inc.
    200 31st Avenue North, Suite 200 Nashville, TN 37203
    Telephone: 615.292.4860 or 1.800.788.7728 Fax: 615.292.0262
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