Ensuring that a company's customers are satisfied with the service
received is a crucial aspect of client retention strategies. With
Lang Research's
Quasar system, companies
have a comprehensive approach to assess customer satisfaction in a
cost effective and actionable manner.
David Lang's extensive experience with customer satisfaction
research began over 20 years ago with the redesign of the Bell
Canada quality of service measurement system. Since this time, the
Quasar system has been applied
successfully to a number of sectors including financial services,
telecommunications, retail services, hospitality and tourism and the
automotive industry.
Quasar is based on a service episode model and provides key measures
of satisfaction for all points of contact with a company and its
products or services. Analysis is conducted with these service
episode satisfaction measures to indicate the relative importance of
each aspect of service as a determinant of overall customer
satisfaction. This analysis allows companies to identify key areas
which are common sources of customer dissatisfaction and permits
corrective action to be prioritized in a way to achieve maximal
return.
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