Insights for increased customer satisfaction and loyalty
Kundeanalyser og kundetilfredshedshed
To achieve the optimal relationship with your customers, you need to know what your customers are thinking.
En kundeanalysen er et værktøj, som kan afdække kundernes opfattelse af jeres virksomhed på forskellige områder. Kundeanalysers overordnede mål er at skabe et grundlag for at øge tilfredsheden og loyaliteten blandt kunderne, da dette afspejler sig på jeres top- og bundlinje.
Hvornår er det relevant at måle kundetilfredshed?
- 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 Danmark står herefter for databehandlingen. Som en fast bestanddel af Analyse Danmarks kundeanalyser får I en afrapportering med overskuelige grafer, der giver et hurtigt overblik og mulighed for handling her og nu (f.eks. i form af oversigt over kunder, der skalhandles i forhold til). Vi kommer selvfølgelig også meget gerne og præsenterer resultaterne for jer.
Customer analysis
Customer Barometer
Customer Barometer is the name of Analysis Denmark's standard customer analysis and is based on our many years of experience in conducting web-based analyses and customer analyses.
Benefits of customer analyses
The purpose of the survey is to uncover companies' use of and satisfaction with customer analytics, including the scope, types and benefits of customer analytics.