Consumer and employee satisfaction surveys concentrate on identifying and tracking the key drivers that influence overall satisfaction. To deliver actionable insights, it is vital to understand:
These measurements, based on a combination of statistical methods (Structural Equation Modelling), reflect customer satisfaction in a more reliable way than simple overall satisfaction scores using verbal or numerical scales.
Satisfaction surveys also need to be fast and easy to complete by respondents, in order to leverage response rates and minimize the non-response bias.
Random ICP conducts large-scale, multi-country Satisfaction surveys using three methodologies (depending on the type of respondent, length of survey, the client’s budget and timing, etc.):
However, in order to deliver consistent and comparable satisfaction data, the same methodology should be used over time in each market.