Customer Satisfaction & Loyalty Research

  • Customer loyalty research has shown that most companies lose 45% to 50% of their customers every five years, and winning new customers can be up to 20 times more expensive than retaining existing customers. Moreover, just a 5% reduction in the customer defection rate can increase profits by 25% to 85%, depending on the industry.

In order to conduct successful customer satisfaction surveys, it is vital to employ an independent market research company so customers feel they can speak openly, confidentially, and without prejudice.

Insight Survey provides the following research solutions:

Example of questions we help you to answer:

  • Are you doing a good enough job in serving your customers, such that they will continue to buy from you in future?
  • What aspects of your products or services need improvement?
  • What are the steps that you can take to prevent defection to competitors and to attract new customers in future?

Our customer satisfaction and loyalty surveys can help your organisation:

  • Measure customer satisfaction levels
  • Improve customer retention
  • Gauge interest in new products and service offerings
  • Pinpoint areas for improvement
  • Get actionable feedback at an affordable price

Based on our experience, we usually conduct Online Surveys or Telephonic Surveys with customers using our in-house telephonic survey unit. However, depending on the target market and your needs, we conduct Personal In-depth Interviews or Focus Groups Discussions with B2B customers.

For more about our research process, click here.

Our B2B Market Research Services

Our B2B market research services can help your company make smarter business decisions by identifying key data and intelligence based on your specific needs.

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