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Customer satisfaction
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Customer care involves more than
just monitoring levels of satisfaction to see whether they go up
or down. As our experience
shows, it also about setting priorities in line with customer opinion.
This means keeping abreast of the aspects that your customers consider
most important.
We help public and private sector organisations
to increase customer satisfaction with their products and services.
To prioritise
areas where customers / residents desire improvement, MVA uses techniques
such as 'Action Indicators', which combine importance and satisfaction
ratings into a single scale. To identify quality gaps, that reveal
the difference between customer expectations of a service and what
they perceive it actually delivers, we use a variety of techniques
such as ServQual and overt/covert priority analysis.
Contact us today to find out how we are helping
transport operators, local authorities and others to maximise customer
satisfaction with
their services.
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