Customer Satisfaction Studies

Should be conducted regularly and systematically, not just when you think there is a problem.
42% of companies conduct customer surveys

Less than 50% actually "use" the results

To achieve your information goals, K. C. Associates, Inc. uses a combination of :

- Syndicated Research
- Indepth Interviews
- Focus Groups                           
- Won-Lost Surveys
- Web Surveys                   
- Customer Forums
-
Mail or Telephone Surveys



For every irritated customer who complains, 36 do not.

On average, unhappy customers tell 9-10 others, 13% tell 20 or more.

9% of customers with a problem, but don't complain, will rebuy.

54% of customers with a problem, whose complaint was handled, will rebuy.

95% of customers with a problem, whose complaint was handled quickly will rebuy. 

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