Customer satisfaction research.
Optimize customer interactions across different channels to minimize churn rate and grow your business.
Small improvements in the customer experience can deliver big value for your business. By understanding your customers’ views, you can prioritize the areas to address.
We can help you to map the gap between customers’ expectations and your actual performance throughout the customer journey, helping to identify the priority areas for improvement.
By bringing together qualitative and quantitative methods, we can determine the key focus areas that will deliver the most for your business and explore pain points to help you better meet your customers’ needs.
We can also integrate our customer satisfaction research with your CRM, helping you to identify those with high satisfaction and high loyalty, so you can target this lucrative segment.
Here are just some of the benefits of working with Kadence on your next customer satisfaction research project:
- Gain Valuable Insights: Our comprehensive customer satisfaction research provides you with valuable insights into your customers’ perceptions and expectations. By understanding their views, you can make informed decisions and implement targeted improvements that will have a significant impact on your business.
- Uncover Opportunities for Growth: Our research allows you to map the gap between your customers’ expectations and your actual performance across the entire customer journey. This enables you to identify specific areas where small improvements can lead to substantial business growth.
- Tailored Approach: We employ a combination of qualitative and quantitative research methods to provide a holistic understanding of your customers’ experiences. By analyzing both qualitative feedback and quantitative data, we can pinpoint the key focus areas that will deliver the most significant value for your business.
- Identify Pain Points: Our research dives deep into customer pain points, allowing you to gain a comprehensive understanding of the challenges they face. By addressing these pain points, you can better meet your customers’ needs and enhance their overall satisfaction.
- Seamless Integration with CRM: Our customer satisfaction research seamlessly integrates with your CRM system, enabling you to leverage the data and identify customers with high satisfaction and loyalty. This information empowers you to tailor your marketing and customer retention strategies to target this lucrative segment effectively.
- Data-Driven Decision Making: Our research approach is centered around data-driven decision making. By analyzing the feedback and insights gathered, you can make informed choices based on real customer perceptions, ensuring your business is aligned with their expectations.
- Continuous Improvement: Customer satisfaction is an ongoing process, and our research helps you establish a foundation for continuous improvement. By regularly assessing and addressing customer feedback, you can stay ahead of the competition and maintain a high level of customer satisfaction.
- Actionable Recommendations: Our research goes beyond just providing data; we deliver actionable recommendations that enable you to implement changes effectively. Our insights and suggestions help you prioritize the areas that require immediate attention and guide your decision-making process.
The impact customer satisfaction research can have on your business:
Generate more from your loyal customers
By linking satisfaction with loyalty, we can help you zone in on the segments that matter most.
Grow your customer base
Improving the customer experience will help you not only to increase repeat business but to leverage brand advocacy to attract new customers.
Improve internal process efficiencies
When you understand what’s important to customers you can revisit business processes, focusing your spend on the elements that have the greatest impact.
Our customers
View all case studies
Understanding the elements of value driving recommendations for Panasonic
Interviews with consumers have helped Panasonic determine NPS scores and benchmark themselves against the competition.
Embedding a customer-centric culture to inform all areas of business strategy for Havells
An ongoing customer understanding program has helped Havells understand emerging needs, trends and competitor perceptions amongst its customers across various categories.
Validating an internal brand proposition for SMU’s Post-Graduate Programme
A multiphase regional study helped SMU understand resonance and perceptions towards an internal branding effort for the postgraduate track.
A fresh approach to market research.
Our global footprint makes us the go-to partner for international market research. We offer all qualitative and quantitative methodologies across our office network and beyond.
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5 must-have principles for any customer experience strategy
How do you create customer delight? Our latest research sought to explore what matters to customers in 11 markets which match our international footprint: the UK, US, Singapore, Vietnam, Thailand, the Philippines, Japan, Indonesia, India and China and Hong Kong. As part of the research, we uncovered 5 must-have principles for any global customer experience […]
Customer Journey Mapping in Market Research.
Just like we need a GPS to take us from point A to Point B, businesses need to intuitively map their customer’s journey to ensure they are moving through the process. But instead of plotting it physically on a map, brands need to use technology to visualize each touchpoint the customers interact with when they […]
Sectors we serve
With over 30 years in the business of market research, we have extensive experience and a depth of knowledge across a range of sectors.
We bring this to bear to design the very best approach to meet your objectives.
We’ve been working with Kadence on a couple of strategic projects, which influenced our product roadmap roll-out within the region. Their work has been exceptional in providing me the insights that I need.
Senior Marketing Executive
Arla Foods
We have been engaged with Kadence since 2016. Since our first partnership, Kadence has been instrumental in supporting our business efforts and have continuously proven their value in research, insights and analysis that have helped us to gain many wins. Kadence consistently pushes the boundaries and offer inspirations that provide deep business insights and drive business strategies.
Head of Research
Bloomberg
Head of ResearchKadence’s reports give us the insight, conclusion and recommended execution needed to give us a different perspective, which provided us with an opportunity to relook at our go to market strategy in a different direction which we are now reaping the benefits from.
Sales & Marketing
Bridgestone
Sales & MarketingI have been working with Kadence for more than 4 years and they have always delivered consistently good outputs. Their ability to understand business goals and translate them to research objectives as well as a high degree of flexibility by collaborating with clients and providing recommendations that are otherwise overlooked differentiate them from other research agencies in the market.
Head of Insights
Discovery
Head of InsightsKadence has produced an exceptional body of work which plays a crucial part in planning marketing strategies and understanding the opportunities for our business as we continue to grow. We couldn’t ask for a better partner; they provided true expertise, valuable insights and commitment to quality across each project.
Performance Marketing & Analytics Director
Treatwell
Performance Marketing & Analytics DirectorTrusted by
Vital Strategies
Customer Intelligence Director