Customers in India are evolving quickly with respect to purchase, usage and consumption of products and services. Introduction of technology into their lives, be it mobile telephony or the Internet, has made them accustomed to higher levels of customer service in a 24x7 environment. There is enough empirical evidence that higher customer satisfaction results in higher levels of loyalty as well as re-purchase. It is thus imperative for both product manufacturers and service providers to track their customers’ satisfaction and benchmark against that of competition.

CSmeter: Market Pulse Framework for Customer Satisfaction Measurement

Market Pulse has developed a research framework to measure, track and improve customer satisfaction. This framework uses a proprietary semantic differential scale that can help elicit even small levels of dissatisfaction from customers. It also helps predict churn among service customers and is thus, a powerful tool that helps maintain or even enhance loyalty.

Mystery Shoppers’ Audit of Service Levels

This non-intrusive method is helping Market Pulse clients to monitor service levels in retail stores. Market Pulse framework monitors store tangibles, process adherence, responsiveness and empathy of store personnel. These are then correlated to sales/ activations to determine key success factors.

Market Pulse Value Proposition

Market Pulse has vast experience in customer satisfaction measurement research across both individual as well as institutional (B2B) customers. The proprietary scale used by Market Pulse is robust, tested extensively in the Indian environment. The CSmeter Index establishes the relationship between customer satisfaction and loyalty.

Please write to info@marketpulseindia.com to learn more about how Market Pulse’s customer satisfaction framework can help your organization.