KRG’s MISSION: Providing management with critical information to make better decisions.
OUR CLIENTS: VPs of Business Development, Marketing, Customer Service, Product Managers, Advertising Managers, VP’s of Public Relations and more — Everyone dealing with strategic decision making and corporate marketing programs.
YOUR REAL-WORLD ISSUES: Knowing your customers wants and needs is crucial to achieving maximum upside growth while minimizing downside risk.
OUR SOLUTIONS: KRG employs a variety of qualitative and quantitative marketing research techniques. We are always on the cutting edge of technology, offering clients accurate research at a good value.
OUR EXPERTISE: Kopel Research Group, Inc. has provided insight to a wide range of companies and their needs. For example, we have worked with international manufacturers, retailers, health care providers, government sponsored Lotteries, construction firms, insurance agencies and the media.
ROI: Best of all, KRG means ROI – typically paying many times over in terms of increased revenue growth and avoiding costly mistakes.
Customer surveys can help organizations:
- Measure customer satisfaction levels
- Improve customer loyalty
- Evaluate interest in new products and services
- Identify areas for improvement
Businesses use satisfaction and loyalty studies to reduce costs. The cost of keeping an existing customer is much less than the cost of acquiring a new one. By utilizing Customer Advisory ePanels to provide customer satisfaction information companies know when and why people are dissatisfied. An intervention program can reduce the number of lost customers.
KRG uses a combination of qualitative and quantitative methods to measure satisfaction and loyalty, depending on our clients’ situations and markets. Focus groups or one-on-one interviews with customers are used to identify important factors that lead to satisfaction, dissatisfaction, motivation, loyalty and decision-making.
Qualitative results can be used to design and conduct telephone, on-line or other kinds of surveys to understand the extent to which people’s attitudes toward a company, product or service are held by the larger population.
For example, all customer complaints are worth evaluating, but some problems are not economical to fix, and no single solution can meet everyone’s needs. Segmentation studies can fine-tune your ability to target needs, desires, and to meet or exceed expectations.
Our clients use customer satisfaction studies to understand the degree to which their consumers are satisfied with the ways in which products or services are designed, marketed, priced, packaged, delivered and supported.
Clients’ goals typically include finding information that can be actively utilized in planning and decision making such as:
- Identifying general areas of improvement
- Identifying investments with greatest gains in customer satisfaction and loyalty
- Understanding customer life-cycle changes such as shifts in demographics or changes in habits
- Monitoring competition patterns
- Capturing feedback from customers on product directions
- Creating a continuous feedback system via a Customer Advisory Panel
Evaluating effectiveness of changes in marketing messages, pricing, products and/or customer service.