Understanding customer satisfaction

Finding focus in a climate of change:
Today, customers experience new, more and better choices than ever before. Customer surveys monitor a company’s performance, but they don’t shed much light on what can be done to provide new or unusually satisfying experiences to keep customers longer. Often, these deeper answers have to do with a customer’s interpretation of an experience, set in the context of an ongoing relationship. Our work defines the linkage between satisfied customers and relationships that are strong and enduring.

The Epley difference:

• Exploring dimensions of motivation that are often beneath the surface of what most customers say they want and need
• Exclusively focusing on understanding and improving customer satisfaction, as opposed to monitoring it
• Identifying the root causes of dissatisfaction—more often than not, these have to do with structures and systems of which customers are unaware, but have a profound impact on the customer experience
• Uncovering ill-defined or unarticulated customer needs—the key to truly loyal customers, these needs typically surface with certain groups of customers or at particular points in the relationship

Individual profiles or summaries of each interview define critical facets of the relationship from the customer perspective. We perform a case-by-case review of the entire set of interviews and present our insights and recommendations. The outcome of our research is a clearly defined path for building stronger and more enduring relationships with customers.