Science Behind Customer Satisfaction

The marketplace leader sought to accentuate its core strengths and shore up a few known vulnerabilities by identifying and improving in those areas that mattered most to its customers.

Armed with metrics that translated customer satisfaction outcomes into bottom line implications, the company built an engaging and enduring methodology for not just listening to, but acting on, customer experience, insights, and opportunities.

Steadily increasing satisfaction levels among new customers.

• 11 point annual increase in new customer satisfaction.

Soaring satisfaction for new customers with core product.

• 78% increase in new customer satisfaction for a core product.

Improved visibility of credible customer experience metrics.

• Improved on-time delivery results.
• Better contact center experiences.
• Fewer customer complaints.
• Greater product availability.