Our Customer Survey delivers a powerful advantage for improving performance, reducing costs, and increasing market share. With our solutions and your commitment to quality service, organizations can immediately begin to make measurable improvements.

Customer Satisfaction is important because research shows that on average, angry customers tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. Therefore, it would not take long to feel the impact of customer dissatisfaction.

Promoters are enthusiastically loyal to your brand, your organization, your product, and your service. They tell all their friends how great you are. They buy more and are receptive to your other products and services.

Passives believe you are just OK, and they would be just as likely to use your competitor.

Detractors actively hurt your organization. Their negative word of mouth creates additional detractors. They’re costly, time-consuming, and drive people away from your products and services. Also note, it is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

Source: White House Office of Consumer Affairs