Customer Satisfaction & Service Quality

How satisfied are your customers? How do you compare to the competition? Do your products and services meet customer expectations?

Customer satisfaction and service quality research is key to understanding how your business performs in the eyes of your customers. While there are a number of ways to explore customer perceptions, CRA will employ the best approach to suit your unique needs. Our findings can help you understand where gaps exist between customer expectations and company performance, which aspects of service are most important to customers, which aspects of service have the biggest influence on overall satisfaction, and where efforts and resources should be focused to effect positive change.

CRA also has extensive experience conducting membership studies to take a close look at a variety of issues including levels of perception, satisfaction and expectations of members. These can be particularly beneficial in terms of evaluating issues and future direction.

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