Product Satisfaction Research
ISG's product satisfaction surveys are conducted
online, by phone or by mail and are designed to
gather critical customer information about the use
and satisfaction of a company's products and
services. This research provides actionable feedback
on a wide variety of areas regarding a customer's
relationship with an organization, which can be
utilized to make investments or changes where they
will have the greatest impact. ISG's customer
satisfaction research is utilized by corporations
within the business-to-business as well as consumer
markets.
ISG's Product Satisfaction surveys often include
such topics as:
- Satisfaction with company, products and services
- Likeliness to recommend and continue using products/services
- Loyalty and promoter metric analysis
- Customer profile development
- Performance metrics - satisfaction vs. importance
- Identification of key satisfaction drivers
- Competitive analysis
- Price vs. value ratings
- Identification of customer buying criteria
- Identification of new product features and enhancements
- Problem resolution analysis
- Benchmark service levels
- Website usage and satisfaction
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