Customer Satisfaction Expertise

An effective program will identify service factors or geographic areas with outstanding performance in addition to those requiring corrective action for improved performance.  When actively utilized by management, Customer Satisfaction research will result in increased sales and market share by better meeting current and potential customer needs.

Redhill Group has developed Customer Satisfaction expertise through years of experience conducting ongoing studies.   The first-hand knowledge gained over this period gives us the edge in avoiding pitfalls less experienced firms may run into.

Whether conducting a complex study to assess in-depth customer attitudes or a simple project designed to provide rapid response, Redhill Group believes your program must be customized to meet your specific needs.  Rather than use the same scale in every situation, Redhill Group approaches each client’s business as a unique relationship between clients and consumers.

Redhill Group has expert knowledge of selecting the scale that maximizes the value of your research.  Potential scales for customer satisfaction include:

  • Completely satisfied to completely dissatisfied
  • Always satisfied to never satisfied
  • Satisfied on all factors to not satisfied on any factors
  • Extremely satisfied to not at all satisfied
  • Much better to much worse than competition
  • Exceeds all requirements to does not meet any requirements
  • Exceeds to does not meet expectations
  • Extremely likely to not at all likely to recommend to a coworker or friend
  • Solely buy from this company to never buy from this company
  • Extremely to not at all likely to switch brands

Redhill Group doesn’t limit clients to one “right” number of choices on a rating scale, as we are cognizant of the strengths and weaknesses of each approach.  Where a four-point scale commits respondents to a positive or negative rating and a five-point scale offers a neutral category, respondents’ general feelings reflect this to give insufficient opportunities for differentiation. Conversely, seven-point scales that offer more differentiation are not easily utilized by respondents.