Customer Satisfaction Research

Service Introduction

Client Satisfaction Research (CSR) is an emerging survey technique applied in recent years. The research is done for the purpose of examining how consumers are satisfied with business products and services, including major evaluation indexes such as client satisfaction degree, client loyalty rate, client complaint rate, and the rate of recommendation by others. This is a successional quantitative research.
Client Satisfaction Research will help clients to solve the following problems:

Analyze clients' values and save limited resources to most valuable clients;
Establish and promote client loyalty and retain clients;
Find the opportunities to improve products and services and improve competitive advantages;
Compare with competitors and set up leading service standards in the relevant markets;
Regulate evaluations, training, promotion and supplement of front-line service staff;
Forecasts future client demand.

Applications

Client satisfaction research has a wide range of applications in almost all industries in the country. It is largely used in the sectors of Automobile and After-sale Service Market, IT Communication, Finance, Insurance and other service sectors, Telecom and Retail.

Service Content

Client Satisfaction Research Objectives

Settle key indexes determining clients' satisfaction;
Evaluate current product or service satisfaction levels;
Raise proposals on how to improve product or service satisfaction;
Make long-term tracking and comparison of changes in clients' satisfaction and the reasons behind them.

Satisfaction Research Model

Satisfaction Index

Note to the model:

Service Advantage

ACMR's Client Satisfaction Index (ACSI): The ACSI is a model for client satisfaction research independently developed by ACMR. It was jointly developed with the Statistical Department of Renmin University of China to adopt the satisfaction structure equation model, leading the industrial sector in satisfaction index establishment and computation.
Multi-Sector Application Experience: ACMR's Client Satisfaction Research has been widely used in the Automobile, IT, Finance, Communications and Service sectors, with rich examples. They facilitate businesses to track and evaluate client satisfactions over long periods.
Experience with International Clients. Our long-term cooperation with internationally famous automobile plants has generated a complete set of passenger vehicle satisfaction research system in the Automobile Sector. The passenger vehicle satisfaction research comprises the four major parts of product satisfaction, sales service satisfaction, after-sale service satisfaction and brand satisfaction. Each part is segmented into six to eight indexes with regard to consumer attentions.