BDRC Continental helps organisations to identify their most valuable customers, to understand the drivers of satisfaction and customer loyalty and to prioritise change for bottom line impact.
For some organisations, identifying the most appropriate measure of performance is the starting point. Repeat business, likelihood to recommend, share of wallet, openness to cross-sell, tolerance of price increases, satisfaction –can all be relevant depending on the context. A commonality is our emphasis on understanding the value of every customer and our belief that satisfaction and loyalty research should be an integral part of the broader CRM strategy.
Whilst we can tailor our approach to your unique requirements, we also have a tool kit of ready-to-use services:
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In hospitality, these include benchmarking systems such as VenueVerdict and GuestRate.
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In financial services, we have developed an innovative longitudinal approach to identifying service improvement opportunities for products such as Mortgages and Credit card applications.
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Within the Culture and Leisure arena, we have built Visitor Benchmarks, a database which enables Visitor Attractions to benchmark the profile, behaviour and ratings of their visitors.
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Our travel team runs the National Passenger Survey, which measures the service performance of the 21 train operating companies and involves interviews with 50,000 train passengers every year.
To find out more about our expertise in customer satisfaction and customer loyalty, please contact one of the team.
