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Psyma Customer Satisfaction Measurement

Know your customers

Partner up with Psyma’s experts to learn more about your customers and optimize your relationship management. From satisfaction with products & services to customer journey, touchpoints, image & brand strategy.

Challenge
Solution
Benefit
Expertise
Contact

Concept (PDF)
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Your Challenges

Psyma Customer Satisfaction Measurement allows you to…

Increase loyalty
Compare to competition
Monitor the success of your products over time
Understand your target groups
Compare performance & needs across products, markets
Optimize  your communication strategy

Benefit from Psyma’s expertise!

Psyma Customer Satisfaction Measurement

Gaining Comprehensive & Meaningful Insights

	Your audience
	What moves target groups? Identifying, recruiting & analyzing relevant target groups

	Statistic Backbone
	Uncover the hidden details Tools for Exploration, Analysis & Visualization

	Holistic Research Approach
	Comprehensive customer journey Identifying & covering relevant steps & obstacles

	Creative Solutions
	Problem solving by tailor-made approach Add qualitative flavor where necessary

The Psyma Solution

Customized Research Parameters – Suitable to any business & research objective

Target Groups

Customer groups:

→ Existing definitions & classifications (by client)

Customer Segments:

Data-driven development of user segments

→ Identification of user groups with similar roles or needs (by client & Psyma)

(Key) Performance Indicators

Global KPIs:

Exploring different target groups regarding loyalty or image

Customer Journey:

Screening a specific process phase

Touchpoint:

Evaluation of specified touchpoints (e.g. retail outlet, website, sales reps, social….)

→ Is customer satisfaction & loyalty comparable across experiences? Which one impacts overall assessments most?

Methodology

Recruiting & Research:

→ How to approach differently positioned target groups?

Insights & Analytics:

→ Understand & communicate with different target groups

The Psyma Solution: 1) Target Groups

Target group considerations already relevant for definition of survey approach

Research Methods:

VIP Clients, Key Accounts

Individual Interviews
Personally, by telephone, recruiting via customer addresses
max. 30 minutes

Managed Customers

Mass Customers

The Psyma Solution: 3) Methodology

Recruiting & Research Methods – At a glance

Online (CAWI)

E-mail addresses (provide by client)
Online access panel
Onsite (e.g. website visitors, social media)

Telephone (CATI)

Personal (CAPI)

Mix of contact points

The Psyma Solution: 3) Methodology

Insights & Analytics – Add-ons

Additional Modules for Data Deep Dive

Persona

Detailed description of “idealized” target groups; Persona research incl. visualization of the segments; qualitative

ConKano

The Psyma Solution: 3) Methodology

Insights & Analytics – Add-ons

Additional Modules for Data Deep Dive

Segmentation

Identification of customer segments with similar needs,

segmentation / multivariate analysis as add-on; quantitative

Driver Analysis

Psyma Customer Satisfaction Measurement

Fully Customizable Research Design

Psyma Customer Satisfaction Measurement

1. Briefing & Set-Up

Tailor-made research approach

Review existing data & approaches
Find out what is needed. And by whom.
Identify the optimal survey approach.
Learn about impact on costs & timing.

2. Modular Study Design

Research dimensions

Define your individual research parameters:

Key Performance Indicators (KPIs)
Target groups / business units
Customer journey
Touchpoints

3. Modular Reporting & Consulting

Customized reporting

Base: Standardized reports with responses for all survey questions.
Intermediate: “Base” plus optional interactive reporting features Excel tool / Psyma Dashboard.
Full: “Intermediate” plus workshop.

Profit from our expertise and range of capabilities

	Independent expertise Unbiased results with a clear view of upcoming challenges
	Understanding User Feedback Many years of experience with customer journey, needs & requirements, purchase motives & satisfaction drivers to uncover actual behavior patterns.

	Targeted recruitment Screening of your B2C & B2B audiences to identify involved & relevant respondents.
	Proven partners Established relationships with field service partners both nationally & internationally
	Consulting From reports to advanced analytics to interactive results / visualization. Results workshops & interactive sessions to align stakeholders and define next steps.