Customer Satisfaction Research
Know What Keeps Your Customers Loyal
Annual and pulse customer satisfaction (CSAT) surveys that show what keeps customers loyal and where you are losing them, for organizations across Jamaica, the Caribbean and the United States.
What You Receive
Survey Design
Questions built around your customer journey and your business goals.
Data Collection
Online, telephone or in person surveys that reach the right customers.
Clear Reporting
Easy to read results, charts and the themes behind customer comments.
Benchmarks
Track your scores over time and compare locations, branches or teams.
Practical Recommendations
Priority actions your team can start on right away.
Training Follow Through
Turn the findings into targeted training for the teams that need it most.
Why Organizations Choose This Research
- Every survey is customized for your organization based on your specific needs and your customers
- Annual and pulse surveys, so you can track progress throughout the year
- Research and training under one roof, so the findings turn into action
- 17+ years of customer experience research and consulting
- Clients across banking, insurance, healthcare, hospitality, retail and logistics
Frequently Asked Questions
What is CSAT?
Customer satisfaction (CSAT) measures how happy customers are with your products, services and interactions. It shows what you are doing well and where customers are disappointed.
How often should we survey our customers?
Many organizations run a full survey once a year, with shorter pulse surveys during the year to track progress after changes or training.
How do you reach our customers?
Surveys are run online, by telephone or in person, depending on how your customers prefer to be contacted.
What does the report include?
Your overall scores, results by location or team, the themes behind customer comments and clear, practical recommendations.
How is CSAT different from NPS?
CSAT measures satisfaction with specific experiences. Net Promoter Score (NPS) measures loyalty, or how likely customers are to recommend you. Many clients use both.
How do we get started?
Book a free 30 minute CX strategy conversation. We will talk through your goals and I will recommend the right next step for your organization.
Ready to turn customer experience into retention, reputation and revenue?
Book a free 30 minute CX strategy conversation and leave with clear next steps for your team.