At TLF Research, we are always looking for the drivers of customer satisfaction and loyalty and where an organisation should focus to improve both. In other words, ‘What’s going to give you the biggest bang for your buck.
Depending on the sample size, we’ll use multivariate statistical techniques to identify linkages and patterns in the dataset to try and establish what the key drivers of loyalty are. Basically, if you improve A, it will also improve B, C and D and ultimately loyalty, so we look for causation.
A recent study we conducted ascertained that by developing a new communication strategy with customers, it would impact and improve 8 other measures of importance and dissatisfaction to customers, and significantly increase loyalty.
In our latest Customer Insight Magazine, produced by TLF Research, Stephen Hampshire, Client Manager at TLF, explored how Customer Insight Means Cause and Effect, and I thought I would share it with you as it provides a lot of insight.
This article is contributed by TLF Research Australia