Customer Satisfaction and Employee Relations
Customer Satisfaction research is a path to building customer loyalty in both consumer and B2B business markets. An actionable and action oriented approach, our customer satisfaction research techniques help build customer loyalty, market share and competitive advantage. Multivariate Solution’s senior professionals offer experience and dedication in providing high quality, reliable, useful customer satisfaction research to businesses, small and large.

Employees are critical to the success of your business. Their opinions are necessary to ensure that your organization is functioning as you would like it to, and often can help you to improve profits. Research shows that satisfied, motivated employees facilitate higher customer satisfaction and, in turn, positively influence organizational performance. Multivariate Solutions is a leader in Employee Relations research.

Customer Satisfaction and Employee Relations Articles

Combining predictive analytics with traditional employee surveys can lead to a significant decrease in employee churn. This represents a significant opportunity for market researchers to demonstrate value to corporate management, as described in this Greenbook Blog post, Boosting Employee Retention with Predictive Analytics.

Many companies wish to link their customer experience (CX) variables to specific financial outcomes. They wish to estimate customer retention based on data they already possess and identify variables that will predict financial performance. In this article in Quirk’s Marketing Research Review, Deploying Existing Client Databases CX Financial Linkage, we discuss linkage between company CX measurements to Financial Outcome along a continuum.

Importance Analysis Visuals, a graphic display of what customers say is important vs. what really drives satisfaction within products, and how they interplay in the branding mix.

Measuring and Using Employee Satisfaction, a piece that illustrates ‘Within human resources the dependent variable should not only be defined by the HR goals of the employer … It should also include an evaluation of the impact on customer satisfaction,’ outlines a data-driven method to predict which attitudes will lower employee turnover.

The article in Admap Magazine, Loyalty is the Big Enchilada, discusses how raising their Net Promoter Score can exponentially increase visit frequency and sales for restaurants and retail outlets.

Regression Analysis – Predicting Key Drivers analyzes a studies in which the client sought to uncover the attribute or attributes among those you measured that best define your client’s customer satisfaction, usage drivers, or leading cause of switching to a competitor’s brand.

Mining the Silent Evidence discusses intricacies of brand funnels and filters for discovering opportunities and consumer groups to target.

Design Performance – The Kano Model, published in Quirk’s Marketing Research Review, offers insight into product attributes perceived to be important to customers. The purpose of the tool is to support product specification and discussion through better development team understanding on differentiating product features, as opposed to focusing initially on customer needs, then forming strategic communications to meet those needs.