RSG Inc. » Market Research & Consulting » Advanced Quantitative Capabilities » Customer Satisfaction & Loyalty
Traditional customer satisfaction measurement and tracking programs commonly suffer from two significant problems: (1) variations across respondents often exceed variations through time and (2) no direct cause-effect link can be made to explain measured changes in satisfaction. We have developed a unique panel-based system that addresses these two issues, providing both reliable measurement of changes through time and developing actionable linkages to the true causes of those changes. Using our own PanelTracker system, we have conducted customer satisfaction and loyalty research for large public sector agencies and Fortune 500 clients.