Customer Satisfaction

This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.

Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.

Healing the Pain introduces the concept of ‘Smarter Closed Loop Feedback’, helping companies maximise the ROI of customer feedback programmes and reduce customer complaints and churn.

Ipsos today announces the acquisition of RDA Group, a global provider of quality-tracking and customer-satisfaction studies serving the world’s largest auto manufacturers.

Positive consumer dynamics will continue to drive Chinese shoppers as the world’s number one luxury force. The China Luxury Forecast surveys luxury consumers in the mainland China and Hong Kong. This is the most detailed survey in Greater China looking at the behaviors and attitudes in the luxury sector.