Quantitative

Details
  • The parameters for our quantitative research are based solely on the suggestions received from our partner’s customers themselves on the basis of the qualitative research conducted.
  • We measure the Customer Satisfaction Index (CSI), Goodwill Level, Net Promoter Score (NPS).
  • We identify a correlation of loyalty factors, the importance of particular expectations.
  • We deliver value through a mechanism of selecting factors which will bring the biggest benefit to a particular company in the business, cultural and economic conditions taking place at the moment of research.

Qualitative

Details
  • The activities of conducting focus groups or individual interviews are always performed by consultants who know how to ask and how to interpret the answers. We do not employ students who want to earn some extra money or professional researchers. We carry out and interpret our research ourselves.
  • The key in qualitative research is the proper selection of respondents. We are not interested in a voice of an average customer. We want to know the expectations of the most desirable customers.
  • Customers being researched never know who ordered the research. We are not interested in a plebiscite for the best customer service representative. We aim at obtaining competitive information on the fundamental, most inspiring, often very simple, customer expectations.
  • We always ask one major question. The rest is clarification of what a respondent means and proper interpretation of their words.