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MOSTER

MOnitoring Satisfaction To Ensure Retention

MOSTER benefits - What makes the Difference

  • Innovative and compatible: MOSTER is a further development of common client satisfaction measurements, offering additional benefits such as the identification of tipping variables, i.e.
    -   variables which delight clients who are marginally below delight and
    -   variables which satisfy clients who are marginally below satisfied
  • Individually adaptable: Measures an individual set of variables, based on a standardized algorithm
  • A pragmatic approach:
    -   Benchmarking and Tracking: targeting at sensitive variables decisive for switching candidates
    -   Segmentation of Stakeholder/Client
    -   Delivers input for your Scorecards
  • Worldwide established: Used in a variety of international studies (22 countries so far)
  • Multi-oriented: Focusing on stakeholders, customers, sales reps, supply chains etc.

INNOVATIVE APPROACH: non-linear based on DiFFERENT attribute classes

 

An action oriented model based on the theory of Dr. Noriaki Kano (University of Tokyo). This KANO-MODEL differentiates between 3 classes of attributes:

  1. Must-Be Attributes: a necessary prerequisite that must be fulfilled. Must-Be attributes cause dissatisfaction if they do not occur but, on the other hand, if they occur, they do not lead to satisfaction (e.g. a clean hotel room).
  2. Linear Attributes: "the more, the better", i.e. these attributes describe the area of measuring customers' expectations (e.g. the quality and quantity of dishes in a restaurant).
  3. Delight Attributes: Add-on services, which one normally does not expect and therefore, they are not missed in case they are not offered. However, these attributes delight if they occur (e.g. a cup of coffee at the hairdresser).

Each of these 3 attribute classes influences the objectives, client satisfaction and client retention, in a different way. KANO considers the lifecycle of attributes and their migration within the 3 classes.

Therefore, MOSTER goes beyond a linear correlation between perceived performance and the level of client satisfaction (as with classic models) and describes a curve function (non-linear correlation).

 

 

PRAGMATIC IMPACT:  IMPROVEMENT OF CLIENT SATISFACTION

MOSTER allows ...

  • to see right off the potential for improvement of client satisfaction and retention.
  • to identify those attributes which are relevant for calibration both for each person and on an aggregate level.

 

METHOD AND RESEARCH INSTRUMENT

  • Flexible survey methodology: Face to face interviews, Online research, CATI, self-completion is possible due to its simple structure
  • Structured questionnaire: approx. 25 minutes in duration, nominal data (yes/no) and scales
  • Common client satisfaction measurements can be covered in the questionnaire

Results serve as

  • input for a strategy plan, e.g. what should be improved first?
  • recurring decision for investment
  • identification of sensitive variables in addition to key drivers

 

For more information on MOSTER, please contact your regional office or our central specialists: