Did you know that 37% of people say they make five purchases before committing to a brand? Or that 48% of customers dropped a brand in 2022 because of poor customer service? It shows dissatisfied customers are more likely to leave a supplier.
Industry leaders constantly monitor progress against customer expectations and competitors to see if they attract and retain customers. So, to avoid defection, exploring customer satisfaction and loyalty with Mastio is essential.
Mastio’s Customer Satisfaction research uses a Customer Satisfaction Index and a Net Promoter Score to measure customer perceptions of how well your company delivers on certain critical success factors and dimensions of the business.
As part of the program, you’ll receive a Matrix of Performance Improvement (MOPI) chart, which prioritizes where investments should be made to improve loyalty and the advantages and vulnerabilities against your key competitors.
Customer Satisfaction Index (CSI) combines customer survey scores from various aspects of your business - such as product quality, price, communication, service and others - to give you a clearer idea of overall customer satisfaction.
Using a six-point scale, customers are asked to rate their satisfaction across your chosen attributes - with 1 representing 100% and 6 representing 0% satisfaction - which is then divided by the number of attributes, giving your organization’s final CSI.
Mastio research determines which individual areas significantly affect your customers’ satisfaction and enables comparison with competitive products or companies - ideal if you’re looking to boost customer satisfaction and loyalty.
Net Promoter Score (NPS), like CVA, strongly correlates with a company's financial performance. Empirical data shows that the Net Promoter leader has twice the growth rate versus competition in most industries.
NPS is a powerful predictor of customer loyalty and business growth that allows you to dial in on the factors that matter most to customers. It can be used to distinguish 'a dollar of good profit’ from a ‘dollar of bad profit.’
A Mastio study offers an NPS for you and each significant competitor within your market. If you score well, you can expect to outperform similar companies - as customers classed as ‘promoters’ buy more and stay longer.
Mastio helps you better align with your target audience and take great strides to outperform your competitors. If you’re ready to win and retain more business by understanding your customer and competitors – we’d love to hear from you.
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