Measuring customer satisfaction is a vital and integral part of any marketing program.
Understanding the performance in terms of products, sales and service allows a company to ensure that it maintains and even gains market share. Furthermore, benchmarking this performance against that of the competition ensures a clear vision of whether differentiation is achieved or needs to be improved.
Customer satisfaction is becoming an ever more dynamic subject as the definition of ‘customer’ changes. The purchasing pathways are shifting and the inclusion of all stakeholders from clinicians, to procurement managers and payers opinions has now become a necessity.
HBS manages the ongoing customer satisfaction programs of a number of our clients. We can advise on innovative survey designs and execute these effectively to best suit our clients’ needs.