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Customer Satisfaction Research
Customer surveys are particularly effective in obtaining objective feedback on “how your company is doing”.
Kennedy provides the confidential interface between you and your customers that is essential in receiving
candid information about your company.
At Kennedy, we’ve embraced the NPS measurement and incorporate it into each of our satisfaction surveys.
Why? A Harvard Business Review article suggested:
Companies can enhance their measure customer satisfaction by asking a simple question:
“On a scale from zero-to-10, how likely is it that you would recommend us to your friends or colleagues?”
The article showed the Net Promotion Score (NPS )--the difference between the percentage of customers who
give a high scores and those who give low ones--correlates closely with a company’s revenue growth. It’s a
truer indicator of customers’ loyalty and future behavior than just general satisfaction with your company.
Armed with this knowledge, your company will be able to strengthen its relationships, earmark situations that need attention,
improve excellence in operations, and develop metrics for measuring improvements important in customer satisfaction excellence.
We strive to make sure your company receives the right information to understand what’s specifically
going right or wrong with customers, plus augments these findings using our proprietary
database for benchmarking your results to identify critical performance gaps.
To learn more about the Net Promotion Score, visit their website at www.netpromoter.com,
or contact us directly for more information.
To see sample questions from a typical Customer Satisfaction Survey (in PDF format), click here.
Please contact us for more information about our Customer Satisfaction Research capabilities today.
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