Research product－Contents of Customer Satisfaction Research

Other Example Results from our Satisfaction Research – Discovery: Primary Factors Influencing Satisfaction

• Our SSI research includes seven topics, two of which – the delivery process and sales consultant – had the most significant influence on customer satisfaction.
• The figure at the bottom right shows five primary factors of influence for the overall SSI. The abscissa represents the average satisfaction score, the ordinate represents the correlation between each individual SSI and the overall SSI. The higher the correlation, the more the individual SSI contributes to the overall SSI. Therefore, “consulting capacity” has the greatest impact on the overall SSI, followed by “attention to customers”. Among the five primary factors, four had higher scores compared to those of last wave.

Further Results of our Satisfaction Research: Determination of Clients’ Underlying Weaknesses

• By collecting interviewees’ reasons for their low satisfaction, our clients are able to discover their own faults and disadvantages, and to make necessary improvements.

Back Contents

• Research Product – Car Clinic 1 2
• Mystery Shopper Research Procedures
• Research Product－Car Quality Study(CQS) 1 2 3
• Further Results of our Satisfaction Research 1 2