InfoQuest provides a rigorous evaluation of Totally Satisfied Customers and how to increase their number.
Total Satisfaction is highly correlated with Customer Loyalty and studies have shown that increased loyalty is the number one driver of growth and profitability. 1
In his book "Customer Satisfaction is Worthless, Customer Loyalty is Priceless" Jeffrey Gitomer confirms that high levels of customer satisfaction does not guarantee growth or profitability. Conversely, Loyalty does and research has shown that totally satisfied customers were six times more likely to repurchase over the next 18 months than somewhat satisfied customers. 2
The major challenge in customer research is not only measuring loyalty is also understanding what components of the customer experience directly contribute to increasing it. This cannot be done with a few basic questions. In order to understand loyalty, you would have to understand interrelationships and performance at almost every customer touch point.
Under normal circumstances, most customers in this busy world won’t give you that much time. With typical survey response rates for in-depth surveys of 2% to 20%, the costs would be prohibitive... BUT NOT SO
The InfoQuest Survey is the most efficient, cost-effective, and dynamic Customer Satisfaction survey in the world with an unmatched in-depth analysis of 40 to 60 elements of customer experience. InfoQuest© has a World-wide response rate of 70% and a North American response rate of 74% over the past 10 Years.
70% Response Rate with 50+ Questions
We've conducted over 107,000 surveys, in 77 countries (21 languages) with unparalleled results for our clients. The InfoQuest Survey is the most efficient, cost-effective, and dynamic Customer Satisfaction survey in the world with an unmatched 75% response rate in North America, 70% Worldwide.
In-depth surveys with low response rates typically reflect the views of either highly satisfied or highly dissatisfied customers as indifferent customers are unlikely to respond…not so with InfoQuest.
Nueral Network Analysis Prioritizes Action Plans
Rather than ask customers (users, distributors, contracting agencies etc.) what is important, InfoQuest uses pattern recognition - behavior analysis - to generate precise (and prioritized) information on what must be done to most effectively and efficiently improve overall customer satisfaction…
Giving Assurance that the priorities you set for sales and marketing programs and resources are those that will actually increase revenue.
Customer Specific & Segmented Information
InfoQuest generates candid qualitative information unobtainable with direct interview processes. Customer specific issues and hidden agendas are tabulated according to account revenue and growth potential. Clients typically use this information for relationship management.
Quick Low-Cost Process
The entire process takes 8 weeks for North American and about 10 weeks for worldwide programs. High response rates make this an affordable process. InfoQuest costs a fraction of other methods for collecting in-depth actionable customer information. Our clients usually see immediate benefits, often paying for itself within a few months.
InfoQuest also provides:
- A competitive advantage – “Our executive team was provided a competitive advantage when we needed it the most. InfoQuest is one of the most effective marketing and sales support tools we’ve ever employed… ” that the priorities you set for sales and marketing programs and resources are those that will actually increase revenue.
- Information that allows you to increase customer loyalty…."and increased customer loyalty is the single most important driver of long-term financial performance.”
1 “Zero Defections: Quality Comes To Services”, Frederick F. Reichhold and W. Earl Sausser, Jr., Harvard Business Review, September-October 1990, p105, 7p
2 “Why satisfied customers defect”, Thomas O.; Sasser Jr., W., Harvard Business Review, Nov/Dec. 95, Vol. 73 Issue 6, p88, 14p