Relevance and Satisfaction /Focused Satisfaction Measurement (FSM) of customers and / or employees

Description

Companies work in an increasingly competitive environment, in which knowing the relevance of their products and services and the customers’ degree of satisfaction with them can be crucial for maintaining a strong brand and growing their business. Similarly, analysis of organizational climate is a valuable strategic management tool, fundamental for success in today’s business environment.

Knowing which attributes intensify customers levels of satisfaction or dissatisfaction with products and services in the category. The output of this at the customer interface is how the brand performs in these attributes.

When the focus is employees, the output is a diagnosis of the relationship between the in-house and/or third-party team and the organization, identifying what is important for their satisfaction and/or dissatisfaction and how the organization is evaluated in this respect.

To assess Relevance and Satisfaction MultiFocus uses Focused Satisfaction Measurement (FSM) methodology, which is based on the Kano Method.

Research Objectives

• To identify which product, service, brand or company attributes are responsible for positive or negative changes in the customers’ and / or employees’ degree of satisfaction
• Evaluate the degree of satisfaction for each attribute tested and the reasons for satisfaction / dissatisfaction
• Analyze the relationship between relevance and satisfaction
• Identify the attributes the company should reinforce / invest more in because they represent an exponential gain in satisfaction for the customer or employees and those which do not substantially affect their overall satisfaction with the company, the product, service or brand.

Measures Tested

Data Collection Technique

Face-to-face or personal interviews by telephone, with battery of attributes present and absent

Stimuli

Company mission and positioning; product and brand concepts and their attributes; attitudinal phrases and list of attributes

Minimum Recommended Sample

200 Personal Interviews

Duration

6 to 8 weeks