Customer satisfaction, CSAT and NPS surveys
Customer satisfaction measurement for banks, SACCOs, insurers, utilities and service providers, reported as CSAT, Net Promoter Score and a satisfaction index you can track period on period.
Commissioned by: Service quality and customer experience departments, marketing directors, boards and regulators, and the procurement teams that run the bid.
Questions we answer
- ?What is our satisfaction score, and is the movement since last period real or within the margin of error?
- ?Which parts of the service drive the score, and which are noise?
- ?How do we compare with the institutions our customers also use?
- ?Why are detractors detracting, in their own words rather than ours?
- ?Which branches, channels, regions or segments are pulling the score down?
- ?What would a one-point improvement cost, and where would it come from?
What we measure
- ·CSAT, by transaction, channel and overall relationship
- ·Net Promoter Score with the follow-up reason, coded and quantified
- ·Customer satisfaction index, weighted and comparable between rounds
- ·Customer effort and first-contact resolution
- ·Service attribute ratings against stated importance, so effort goes where it moves the score
- ·Segment, branch and channel breakdowns at a sample size that supports them
- ·Lapsed and withdrawn customers, where the brief includes them
How we field it
Modes are chosen by what the question needs, not by what is cheapest. Read the method.
What you receive
A scored report with the index, the drivers ranked by their effect on the score, verbatim analysis for detractors, and breakdowns by branch, channel and segment. Supplied with the dataset, the cross-tabulations, the questionnaire and a method statement that states the sample, the fieldwork window and the margin of error.
With the dataset, the cross-tabulations and the method statement. The data is yours outright.
What we supply for a formal bid
Satisfaction work is usually bought through a formal bid, often a limited or competitive one, with the technical and financial proposals scored separately. What follows is what we supply as standard.
- A technical proposal set out against the terms of reference, clause by clause, so the evaluator can score it without interpretation.
- Sample design stated as a number: population, sample, how it is allocated across segments or branches, and the resulting margin of error.
- A fixed fieldwork window, with the dates the field team is in place and the date the data closes.
- De-duplication and back-checking described as procedure rather than as a claim, including the share of interviews independently verified.
- Weighting stated before fieldwork, so the published figure is reproducible from the dataset.
- Firm profile, team composition and CVs for the personnel who will actually do the work.
- Company registration, tax compliance and the business-sector classification a bid form asks for.
- Data protection and ownership terms: the client owns the dataset, and we hold personal data only for the period the brief requires.
Where we field
54 African markets, to ward level where the administrative geography allows it. Kenya is mapped to all 47 counties, 290 constituencies and 1,450 wards.
Start with a scoping call.
Thirty minutes to fix what the study has to answer, the markets it covers and what it will cost. Nothing goes to field before you sign off the design.
Request a scoping call