Create Meaningful Impact, Identify Customer's ExpectationsExperienceSatisfactionPainNeedsTransition
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At the core of our methodology lie two key pillars—Customer Satisfaction and Loyalty. Our assessment follows a two-part structured approach, using a Likert Scale-based questionnaire to evaluate key parameters and their attributes.
Customer Satisfaction
Assessment of quality and services on various aspects.
Evaluation of final cost, price competitiveness, and credit terms vs. competitors.
Assessment of reliability of delivery schedules, ability to fulfill urgent requests, and the ease of tracking products and services.
Focus on timely communication, quick resolution, accuracy, and ethical service, ensuring high-quality support and transparent practices.
Evaluation of customer care, ease of use, technical support, and service demos for effective problem resolution.
Analysis of the value of partnership, trust, and brand image in the relationship with the company.
Assessment of global recognition, trust, and overall perception of the brand and its products.
Analysis of each Parameter through Survey probing various attributes within each parameter (Scored on a 5-point Likert Scale)
Parameter specific CSI, followed by Weighted Average Overall CSI, calculated by assigning 'Importance Weightages' to each parameter (normalized from 0 to 100)
Customer Loyalty
Customer loyalty will measure the role of customers as promoters of the Company's products.
Net Promoter Score (NPS) Survey will be conducted across the identified customers to gauge Customer Loyalty
Analysis using Customer Net Promoter Score (NPS)
NPS = % of Promoters – % of Detractors (Normalized to 0 to 100)
CSI is calculated as a weighted average score of Individual Parameters (number between 1 – 100);
Analysis of Segmental distribution and Consumer Behavior is done as per the availability of data
A single platform that simplifies and improves customer experience. Our 7-step approach helps you connect, engage, and solve with ease. Transform the way you connect, resolve, and delight your customers effortlessly.
Brand Discovery & Alignment
We begin by understanding your brand's mission, values, and customer satisfaction goals. This initial phase ensures that the C-SAT survey is specifically tailored to align with your brand's objectives, helping you measure the right aspects of customer satisfaction that are most important to your business.
Audience Mapping & Segmentation
In this step, we map out your customer segments based on behaviors, preferences, and interactions with your brand. By segmenting your audience effectively, we ensure that the feedback collected is relevant and represents diverse customer experiences, providing a holistic view of overall satisfaction.
Real-Time Data Collection
Our surveys are designed to collect feedback from customers in real-time, focusing on their satisfaction levels at key touchpoints in the customer journey. Whether through online purchases, customer support interactions, or post-service feedback, we gather direct insights into how satisfied your customers are with your offerings and services.
Deep Insight Analysis
Once the data is collected, our team conducts a deep analysis, identifying trends in customer satisfaction. We evaluate metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and overall satisfaction levels. This helps pinpoint areas where your brand excels and where there may be gaps in meeting customer expectations.
Competitive Benchmarking
We compare your C-SAT results with industry benchmarks and competitor performance. This analysis provides insight into how your customer satisfaction levels stack up against competitors, highlighting where you have an advantage and where improvement is necessary to stay competitive.
Interactive Data Visualization
We present the analyzed data through a dynamic and easy-to-use dashboard. You can explore satisfaction trends, dig into specific areas like product quality or service speed, and track changes in satisfaction over time. This visualization makes it easy to spot patterns and identify actionable areas for improving customer experiences.
The "Next" Consultation
Finally, we go beyond the data and provide strategic consultation. Based on the insights gathered, we guide you on how to improve customer satisfaction. Whether it's refining customer service processes, adjusting product features, or enhancing the customer experience at specific touchpoints, we help you implement strategies that lead to higher satisfaction and loyalty.
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Customer Experience
How would you rate your overall experience with our brand?
On a scale of 1 to 10, how would you describe your overall experience?
What best describes your experience with us?
Customer Effort Score (CES)
How easy was it to get your issue resolved?
On a scale of 1 to 10, how much effort did you have to put in to resolve your issue?
How would you rate the ease of using our product/service?(Select all that apply)
Customer Satisfaction (C-SAT)
How satisfied are you with our service/product?
On a scale of 1 to 10, how satisfied are you with your recent experience?
How would you describe your satisfaction level?(Select all that apply)
Transactional NPS (Net Promoter Score)
How likely are you to recommend us based on this transaction?
Based on your recent interaction, how likely are you to recommend us to others?
Would you recommend us to a friend or colleague based on this transaction?(Select all that apply)
Event Feedback
How satisfied were you with the event experience?
On a scale of 1 to 10, how would you rate the event?
What aspect of the event did you enjoy the most?(Select all that apply)
Product/Service Feedback
How would you rate the quality of our product/service?
On a scale of 1 to 10, how well did the product/service meet your expectations?
How satisfied are you with the product/service?(Select all that apply)
Customer Loyalty
How likely are you to continue using our products/services?
On a scale of 1 to 10, how committed are you to staying with our brand?
What is your future intent with our brand?(Select all that apply)
Customer Engagement
How engaged do you feel with our brand?
On a scale of 1 to 10, how often do you interact with our brand (website, app, social media, etc.)?
How do you typically engage with our brand?(Select all that apply)
Effortlessly manage and grow customer satisfaction programs with KenSurvey’s interactive dashboard. Collect, analyze, and act on feedback across 25+ question types and multiple channels for actionable insights.
in brand perception scores
customer pain points identified
in referrals from satisfied buyers
in developer confidence for ready-to-move units
in trust ratings through enhanced transparency
in competitor offerings highlighted
identified to enhance customer satisfaction
uncovered for targeted service improvements
We deliver insights and strategies that help you achieve measurable success and drive lasting business change.
Access tailored insights across diverse industries like healthcare, pharma, retail, automotive, and IT, ensuring customized, actionable data specific to your industry’s unique challenges and opportunities.
Conduct surveys that cater to both B2C and B2B audiences, backed by years of experience in crafting targeted studies for global brands.
Using technologies like Geo-Tagging, Behavioral Data Mining, Heatmap Analytics, and IP Tracking to gather precise, location-based insights, track user behavior, and deliver actionable results according to your audience.
Create surveys tailored to your needs, integrating advanced features like dynamic questionnaires, branching logic, and multilingual support for global audiences.
Transform survey data into meaningful strategies with predictive analytics, KPI tracking, and personalized recommendations that drive impactful decisions.
Conduct surveys across 50+ countries, using geotargeted sampling and localized survey content to ensure cultural and regional relevance.
Collect responses through various channels, including online platforms, social media, face-to-face interviews, and digital panels, ensuring a 360-degree view of your audience.
Receive dedicated support from survey experts, statisticians, and data scientists, ensuring seamless execution and actionable outcomes for every project.
If you still have more questions, please Contact us directly (Give us 8 working hours to respond back). Our awesome support team will get back to you. Contact Us
A Customer Satisfaction survey is designed to measure customer satisfaction, identify improvements, and enhance loyalty through feedback on products or services.
Ken Research uses advanced analytics to conduct a Customer Satisfaction Survey, which involves selecting a survey method, asking clear questions, collecting responses, analyzing data, and implementing improvements.
A Customer Satisfaction survey should include questions about satisfaction levels, expectations, improvement areas, and the likelihood of recommending your product or service.
Ken Research strategically conducts a Customer Satisfaction Survey quarterly, bi-annually, or post-purchase to track trends and gather real-time customer feedback.
Reach out to us for expert advice or to discuss how a Customer Satisfaction survey can benefit your business. Contact us at ankur.gupta@kenresearch.com or call us at +91-9015378249.
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Employee engagement