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CIES uses a customer/user satisfaction testing
model based on expected satisfaction and perceived satisfaction
levels, which was developed by The Research Alliance and has
been tested with success.It not only enables us to obtain
a segmentation of customers based on their level of satisfaction,
but also forecasts which customers are likely to defect in
the short to medium term and what added values would be required
to retain their loyalty.
A sample of customers is evaluated on a scale of indicators
every 6 months (frequency depends on the type of activity),
this provides a graphical display which enables us to identify
and assess any changes in the segmentation.
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