“Anyone who launches new products will immediately appreciate the power of this resource to influence design direction, target appropriate price points, and select materials with high consumer appeal. What I love most is that it facilitates open and powerful discussions across the marketing, design and business teams. It minimizes reliance on “the gut feel” of just one individual in an organization and helps create a unified vision for success.”
Customer satisfaction is a goal that all companies strive for. Your returns appear to be minimal. Retail charge-backs are low. You must be doing a good job, right? Maybe. Maybe not. It is only by surveying the 95% of customers who do not actively complain about things that trouble them that companies can find and fix problems that have alienated consumers. Customer satisfaction and how they express it are situational. If I’ve got a lot invested in a purchase, I might take the time to return the product or to call customer service if I’m not happy with some aspect of it. But I might also decide that it’s not worth the trouble and just shelve or discard the product. That means I’m unhappy with it and I’m unlikely to purchase your product again. That’s bad for business. Monitor consumer satisfaction and identify areas for continuous improvement. Think of this as another tool in your advertising and brand equity toolkit – monitor and be serious about building good products and good will.
Typical project timing: 3 weeks