RPG Research Catalog

Satisfaction Studies

In the service sector, customer satisfaction is all-important, and many companies that have not traditionally seen themselves as service providers are beginning to understand that satisfaction statistics for areas such as customer service, warranty service and even employment can be important indicators of future behavior. Organizations that have a good handle on the relative satisfaction of their customers, channel partners, employees and stakeholders tend to be organizations that also have a good handle on their own strengths, weaknesses, opportunities and threats – an
important foundation for marketing strategy in the 21st
century.

We recommend that quantitative satisfaction studies be paired with some form of qualitative research to provide context for any lack of satisfaction that crops up in the numbers. Often, lack of satisfaction is a symptom of a deeper problem, and qualitative research can help provide the proper diagnosis.

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