City of Kingston – the top performing council
City of Kingston has embarked on a journey of continuous improvement to become Insync Surveys' number one performing council in Australia. What does Kingston do ...
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![]() MythOnly dissatisfied customers leave. FactSatisfied customers are almost as likely to leave as dissatisfied ones. Think of your electricity provider; you may be satisfied, but you would probably walk away if you can get a better deal. |
Organisations are losing faith in traditional B2B customer research because “satisfied” customers are walking away from established relationships. We set out to discover why this was happening and to develop a better way of measuring organisational success using B2B customer research. After an extensive review of the academic literature combined with our own in-house research, we found that customer satisfaction isn’t the only factor that determines buying behaviour. Emotional engagement and loyalty bridge the gap between customer satisfaction and the real payoffs: profit and growth.
We developed a customer survey to ensure clients get a complete picture of their customers’ journey. Our customer survey framework, which is shown below, measures:
Our customer survey integrates Net Promoter Score* (or NPS), a well researched and accepted measure of customer advocacy.
The impact of unsatisfied customers can be significant, including:
Our customer survey report will provide a comprehensive view to help your organisation make decisions around improving service quality, customer loyalty and advocacy. It will highlight areas of strength and areas where improvements can be made. You will be able to see which of your customers are likely to:
Insync can help you understand how your customers experience, judge, feel and intend to act in the future.
* Net Promoter is a registered trademark of Satmetrix Systems, inc., Bain & Company and Fred Reichheld
City of Kingston has embarked on a journey of continuous improvement to become Insync Surveys' number one performing council in Australia. What does Kingston do ...
Ground-breaking research into the 5 key people drivers of the profitable growth cycle based on our experience from conducting over 1000 employee and customer surveys ...
We all know the importance of satisfying customers, but few businesses actually check whether they're doing just that. There's no way to know for certain unless they ask.
Many organisations across Australia and the world are learning how discovering and living a new and higher order purpose can transform their organisation from the ...
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