MMR Strategy Group

Customer Satisfaction

Customer satisfaction is necessary but no longer sufficient for retaining customers. Too often, companies realize high rates of satisfaction but have low repurchase and referral rates. MMR helps clients identify the key drivers of satisfaction and loyalty. Using a mix of research and statistical techniques, we can explore the importance of the key drivers in terms of their relationship to revenues and market share. We work with our clients to utilize such findings to understand where to allocate resources to improve loyalty and retention.

Former customers can also offer important insight into the performance of a product or service. Our research determines the root causes of customer defections and to identify if and how former customers differ from current customers. Results can help indicate where marketing intervention in performance, pricing, positioning, or customer service can improve retention as well as locate opportunities to win back former customers.

Contact MMR to learn more.