• Happier customers buy more services
• Happier customers have lower maintenance costs
• Happier customers are more likely to notice and react to advertising
• Often customer pain points are also economic inefficiencies for the service provider
• Companies focusing on customer satisfaction are more efficient, more profitable, have more motivated employees – creating a virtuous self-reinforcing circle

Customer satisfaction index

• We use NPS, which is the most widely used and studied methodology worldwide. It allows us to compare performance with competitors and with other companies in the same sector.

Customer Satisfaction drivers

• The driver analysis allows us to understand the satisfaction of the customer with specific components of the service and the importance of those components for overall satisfaction
• The driver analysis is the key tool to understand how to drive customer satisfaction higher than our competitors.

Customer journeys analysis

• Here we identify customer experiences/processes that are leading to lower or higher satisfaction scores
• Segmenting customers according to activity and experiences allows the company to see where the pain points are
• For instance, many companies find that successful complaint resolution may significantly elevate a satisfaction score

Results are clear:

• It helps you to set priorities and communicate them within the company.
• It can be used as a target for your management.
• NPS index defines your current position in terms of satisfaction and loyalty of your customers and compares it with your competitors.

• Driver analysis helps you to optimize your customer care expenditure, highlighting investment priorities, showing potential areas for savings best communication points.
• It enables you to track changes continuously and monitor the impact of promotions aimed at increasing customer retention.

In Quam, we have extensive experience in improving the retail process to our customers.  Some of the projects we made:

• Automation of low-value process
• Optimization of call centers
• Definition and implementation of sales forces including process, target commission schemes, sales tools …

Our aim is to implement the projects that we design in order to maximize the value for our customers