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Corporate Customer Loyalty and Relationship Management Research

ISG's in-depth business-to-business telephone interviews are designed to measure an organization's performance from the viewpoint of its' largest and most valued customers.  This research provides actionable data, which can be used to prioritize service improvements in a variety of key business processes that effect an organization's relationship with its' most valuable asset - its' customers.

Areas evaluated in an ISG Customer Loyalty and Relationship survey include:

• Overall customer satisfaction and likeliness to recommend

• Customer Loyalty Index (CLI)

• Quality image

• Business relationship

• Sales support

• Product satisfaction and usage

• Product documentation

• Technical/Customer support services

• Company/Partner training services

• Company/Partner professional consulting services

• Administrative areas

• Complaint resolution

• Website usage and satisfaction

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