E.G. Insight Completes 2009 Study on Business-to-Business Customer Satisfaction, Confidence, and Loyalty

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Saint Paul, MN, March 4, 2009 – The customer research and consulting firm E.G. Insight has published the 2009 edition of its benchmarking report which uses advanced metrics in measuring customer satisfaction, confidence, and loyalty.

Using data from over 238,000 in-depth interviews and E.G. Insight’s proprietary Customer Confidence Index® metric, a team of analysts has created a comprehensive report to provide benchmark scores across 15 key performance indicators, including Value, Product Quality, Delivery, and Innovation.

Managing Partner Gary Gerds explains, “One question we constantly hear from our clients is, ‘How do my scores compare?’ This updated study gives us the answer to that question. This is exactly the kind of high-level information our clients use to make decisions that drive customer loyalty. It also helps them focus on allocating resources to only the most critical factors, and in 2009 that is as essential as ever.”

The analysis was completed in February 2009, and results will be used in projects with current and future E.G. Insight clients, many of which are Global 1000 companies.

E.G. Insight believes that satisfaction is a necessary but insufficient indicator of the perceptions customers have concerning their suppliers and service providers. The Customer Confidence Index captures data about performance consistency and momentum, as well as customer perceptions of the importance of key relationship factors. This multidimensional metric has been shown to be a more accurate predictor of future buying behavior than satisfaction-based methods.

For more information about how to use tools like the Customer Confidence Index rating in collecting customer feedback, visit www.eginsight.com.

ABOUT E.G. Insight – E.G. Insight helps organizations develop and implement feedback processes that yield a better understanding of the current health of critical business relationships, and further assists clients to use that data to make better business decisions and guide organizational improvement.

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