Advertising Development
and Evaluation
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Branding and Positioning

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Business-to-Business
Research
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Channel Research
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Consumer Research
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Customer Loyalty
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Customer Satisfaction
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Employee Satisfaction &
Opinion Surveys
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Internet Portal Development
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New Product Development
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Pricing Research
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Problem Research Analysis
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Segmentation and Profiling
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Usage and Attitudes


 

Customer Satisfaction

 

Service quality is doing the hundreds of small things that make our customers come back again.

In this day and age, companies reach out to their customers by various touch points. We strongly believe that measuring customer satisfaction at every one of these touch points is of utmost importance to guiding your efforts to enhanced loyalty, increased market share and higher profitability.

Customer satisfaction measurement provides strategic input and validation of continuous improvement, pinpointing areas for action and competitive advantage.

The key challenge in developing quality service is to make improvements that are cost-effective. Many organisations have run out of money in trying to satisfy customers' demands!

To ensure that service improvements are cost-effective, it is vital not only to understand how your customers JUDGE your service, but also to make sure that you focus on improving those things that actually matter to customers.

At Asia Insight, we help our clients understand their customers and make informed decisions on how to improve service quality.


 

Identifying Key Satisfaction Drivers

    We determine the factors that influence satisfaction, those service elements that really matter to customers and would add the 'excite' factor.

 

Measuring Satisfaction and Benchmarking

   

We establish a baseline measurement of current satisfaction and the relative importance for each factor; also, comparing your customers' satisfaction levels to that of your competition's customers.


 

Recommending Strategies

   

We highlight the important areas that need your immediate action, as well as key weaknesses where your competitors may be most vulnerable. We provide you with a 'priority listing' of service elements that need to be offered to increase your customers' satisfaction.


 

Re-measuring and Tracking Satisfaction

   

Upon implementation of improvement strategies, we will continue to assess customer satisfaction so that you can continue to grow and improve over the long-term.


 
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