Customer Satisfaction

Opinium are experts in providing customer satisfaction, loyalty and advocacy solutions – from programme design, questionnaire development and data collection through to results analysis, reporting and recommendations.

Research programmes, whether ad hoc or continuous, are tailored to client needs and conducted on a continuous or ad hoc basis using a mixture of methodologies – from online and face-to-face to telephone and postal surveys. Using our WebSat tracking tool, we have particular expertise in measuring online consumer purchase behaviour, satisfaction, loyalty and advocacy.

Whilst continuous research programmes tend to focus on general issues such as price, service, competition and brand, ad hoc research studies are frequently designed to provide time-critical feedback on specific issues.

Typical questions we aim to answer in all our programmes include:

  • How satisfied are your customers?
  • What are the key drivers of customer satisfaction?
  • How likely are customers to stay loyal to your Company/brand?
  • What are the key drivers of loyalty?
  • How likely are your customers to recommend your Company/brand to others?
  • What are the key drivers of advocacy?