Customer Satisfaction and Loyalty Studies

It’s no secret that it is cheaper to keep a current customer than find a new one, so learning how well you are satisfying the needs and wants of current customers is a proven way to assess long-term customer value. It’s also vital to track customer satisfaction over time to identify and address any internal or external challenges that might be having a negative impact on satisfaction levels.

Trilix Research deploys a variety of techniques in the area of customer satisfaction and loyalty studies:

• Mystery shopping
• In-depth interviews
• Focus groups
• Phone surveys
• E-mail surveys
• Mail surveys

By discussing your needs, Trilix Research will provide a customized plan that fits your budget and goals.

Net Promoter®

Trilix Research uses Net Promoter to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, Net Promoter was first popularized through Reichheld's book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.

The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. It has gained popularity thanks to its simplicity and its linkage to profitable growth. Employees at all levels of the organization understand it, opening the door to customer-centric change and improved performance.