Insights for increased customer satisfaction and loyalty

Customer analysis

To achieve the optimal relationship with your customers, you need to know what your customers are thinking.
A customer analysis is a tool that can uncover customers' perceptions of your organisation in different areas. The overall goal of the customer analysis is to create a basis for increasing customer satisfaction and loyalty, as this is reflected in your top and bottom line.

When is a customer satisfaction analysis relevant?

Analysis Denmark's customer satisfaction survey is designed as an operational tool for companies that want to work in a result-oriented and targeted way to manage their customers' perception of them. For example, the customer analysis reveals the customers' assessment of the company's products and product range, the quality of services and service levels, and the factors that are vital for retaining existing customers and attracting new customers. For example, a customer analysis can provide insights into the following:
Overall customer satisfaction and loyalty (net promoter score)
Which factors are of (greatest) importance in the customer relationship
Identifying the parameters that make a difference
Concrete knowledge about customers' assessment of the product range
Perception of your service level
Segmentation of customers (e.g. division into customer segments that can be used operationally e.g. in marketing)
Not least, you gain insight into customer loyalty. Is the individual customer in a “safe harbour”? If not, what can you do to maintain or develop the customer relationship?
Analyse Denmark's customer analysis gives you concrete knowledge to supplement your own impressions. This applies both in the 0-point situation and continuously to register changes in satisfaction.

What is the value of a customer analysis?

A customer analysis from Analyse Danmark gives you five clear advantages:

It helps you reduce churn and capitalise on opportunities to sell more to existing customers (e.g. by identifying gaps in your product portfolio or customer knowledge)
It identifies the parameters that determine your customers' satisfaction
Find out what matters most to your customers, so you can use your resources in a more targeted communication and sales effort
Specific input on your strengths and weaknesses
Action areas where customer satisfaction can be increased, so that potential actions can be prioritised according to the importance of each area to customers

Customer satisfaction surveys give you valuable customer insights so you can make important decisions based on concrete knowledge instead of hunches. Conducting a customer analysis also sends a signal to your customers that you want to listen to them - and that you are interested in improving the customer experience.

The methods

Based on Analyse Denmark's experience with customer analyses and your specific knowledge of your industry and customer relationships, a questionnaire is prepared. Data collection can either take place online, by phone or by post, depending on what is possible and most appropriate.

Analyse Denmark is then responsible for data processing. As an integral part of Analyse Danmark's customer analysis, you will receive a report with clear graphs that provide a quick overview and the opportunity to take action here and now (e.g. in the form of an overview of customers to be acted upon). Of course, we are also happy to come and present the results to you.