GfK NOP

Customer Satisfaction Buyers' Guide
sponsored by Ipsos MORI

www.gfknop.com

Philosophy
GfK NOP has a long tradition of working with clients to deliver tailored, actionable customer satisfaction research. While tailoring and flexibility are key components of our offer, we have distilled our knowledge to create Loyalty^Plus.

GfK Loyalty Plus is a holistic approach to measuring customer satisfaction and loyalty, which identifies how to manage customer relationships more profitably. We look at the behavioural and emotional elements of loyalty and couple these with satisfaction with the customer experience to provide a clear picture of the strength of a brand’s customer base.

From this analysis we are able to identify:

those loyal customers who advocate a brand, and those who are likely to leave or become disengaged from the brand
the things that dissatisfy customers
the things that enhance loyalty towards the brand
the likely impact of product or service improvements on customer loyalty and brand spend.

We provide a fully project-managed service that offers a flexible and friendly service with the support of the larger group’s resources.

Distinctive features
GfK Loyalty^Plus takes you through all the steps involved in designing a research programme, and how to use the results to drive change within your organisation.

Our overriding aim is to use the survey analysis to identify clear action priorities that, if implemented, will have a positive impact on the business. We do this by identifying customer satisfaction and loyalty towards your brand, the product or service improvements that will increase customer satisfaction and loyalty, and the impact this will have on your overall business results.

Measures
B2B and B2C:

Satisfaction – both overall and with the key product and service attributes.
Loyalty – including behaviour, word of mouth, rational and emotional brand ties.

Survey methods
B2B and B2C:
We always use the most appropriate method, or mix of methods, to meet clients’ needs, these include:

telephone/CATI
online
face to face
mail
mystery shopping.

We also extensively use our qualitative and ethnographic expertise to enrich and add insight to our tracking surveys.

Frequency of fieldwork
Fieldwork frequency and reporting are completely driven by the needs of the client. GfK NOP has the expertise to deliver reports electronically through portals and other online tools, and to lead action planning through presentations and workshops.

Sampling
B2B and B2C:
We conduct both strategic surveys, based on representative samples of customers and competitor customers, and event-driven surveys – with samples of customers who have had a specific experience.

Specialisation

Automotive
IT
Telecoms
Financial services
Transport
Retail
Utilities
Public sector
Leisure

Modelling	B2B	B2C

Customer lifetime value modelling

Links with customer databases

Linking CSM to financial measures

Links to other stakeholder research

Linking data to other customer measures

Experience
No. of execs with experience in CSM: 60

GfK NOP has been involved in customer satisfaction studies for over 30 years.

Other special features
We offer a data delivery solution that enables the rapid feedback of customer concerns via secure, interactive websites. These websites can be accessed by authorised personnel throughout the organisation, from retail outlet staff and field staff to senior managers. Data can be updated every 24 hours giving users up-to-date information on their performance against objectives as well as the opportunity to respond to customers who have expressed dissatisfaction with the product or service they have received. Further to this core offering, GfK NOP is able to offer enhancements that tailor the delivery of data to suit the client organisation’s requirements.

Our customer satisfaction research is designed and delivered by our leading experts in this field, supported by our global network resources and expertise in customer management, marketing sciences and insight.

International availability
GfK NOP has offices in over 70 countries.

Contact details
John Banerji

GfK NOP
245 Blackfriars Road
London
SE1 9UL

Tel + 44 (0)20 7890 9137
Fax + 44 (0)20 7890 9222
Email john.banerji@gfk.com

www.gfknop.com