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Customers’ satisfaction is the primary aim of every company, and hence it is imperative to focus precisely on its customers’ experiences and service them. The customer loyalty programs are an integral module of the organization having its strong link with overall satisfaction and retention. More and more organizations are moving towards the continuous measurement of CSAT surveys due to turbulent and dynamic marketing environment. Continuous measurement recognizes the importance of customer satisfaction and is not influenced by momentary events (good or bad).
A robust approach to touch point evaluation is our proprietary tool M-Index which measures the current satisfaction levels, brand advocacy and competitive advantages over the others. Our expertise can help brands to understand the strengths for leverage, discover priorities of quality, compare performances with the competition and understand white spaces or the new opportunities.
