Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

Suit Supply has found a nice way to measure customer satisfaction
Oct06

Suit Supply has found a nice way to measure customer satisfaction

Customer Satisfaction surveys have been popular for decades; Yet the response rate to online surveys is very low if there is no reward. One of the major problem is the time required to answer the survey. People don’t have time. Marketing experts have proposed solutions in the form of one-item satisfaction instrument. In other words you get only one question to answer. The NPS (Net Promoter Score) is a good example of such instrument...

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Mistakes to avoid when measuring in-store satisfaction of customers
Sep03

Mistakes to avoid when measuring in-store satisfaction of customers

Measuring the satisfaction of customers in a point of sales has always been a challenge for retailers. Paper-and-pencil initiatives are usually launched to measure at a given moment, but until recently nothing was available to measure customer satisfaction continuously. Fortunately new devices were introduced on the market (look for instance this example of satisfaction measurement in Heathrow airport) that allow a simple measurement....

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Belfius : 95% of satisfied customers. A customer satisfaction survey that failed?
Jul16

Belfius : 95% of satisfied customers. A customer satisfaction survey that failed?

Belfius prides of targeting 95% of satisfied customers. This score is actually so high that it becomes suspicious. In today’s article we’ll investigate the three mistakes Belfius may make that would lead to misinterpreting the results. How did you define customer satisfaction ? The first question that arises immediately is whether or not the questions that were asked in the customer satisfaction survey were really relevant. Let’s have...

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The top 3 reasons why customer satisfaction surveys fail
Apr30

The top 3 reasons why customer satisfaction surveys fail

In this post I’d like to remember the main reasons what your results to customer satisfaction surveys will not be representative. Eventually I’ll complete this post with another one: a reflection about Belfius’ advertised 95% customer satisfaction rate. 3 top reasons why customer satisfaction surveys fail One thing you should keep in mind of customer satisfaction survey is that the design of your questionnaire will very much influence...

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Djump and Uber banned by Belgian authorities… is Airbnb the next on the list ?
Mar31

Djump and Uber banned by Belgian authorities… is Airbnb the next on the list ?

For those of you following the news on the startup and IT scene, you may have heard that the Belgian government has forbidden Uber (link in French) to do business in Belgium and that the police even seized two cars (link to the article in French). Last week they went even further and asked Djump, a “ridesharing” platform, to stop immediately its activities. In today’s post we’ll think about what triggers such reactions...

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