- Customer satisfaction appears to have stabilised following 2 years of decline
- Customers who give an organisation a nine or ten (out of ten) rating for customer satisfaction are much more likely to trust, recommend and stay with them, even compared to organisations who receive an eight out of ten
- Customer demographics reveal significant differences in attitudes towards organisations
- 25 –34 year olds are the least satisfied of any age group – not suprising as this age group is more likely to be heavy users of the web and mobile tech
- In a climate of rising customer expectations, especially around speed and convenience, organisations’ ability to deal efficiently with problems and complaints is a key differentiator between high and low performance
- There’s a general trend towards less tolerance for poor service and higher levels of expectation around quality and responsiveness.
Insitetrack provides price intelligence and competitor price tracking tools to help brands and retailers to more effectively manage prices, manage their channels and optimise prices to maximise margins.