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Customer Loyalty Survey
It is important to foster customer loyalty as loyal customers (compared to the less loyal ones) are more likely to:
- Give you more money
- Recommend others to you and
- Forgive you if there are shortfalls in the services delivery
Pioneer Research Bureau's extensive past research has identified six key drivers of customer satisfaction and loyalty that may be applied across industries.
Pioneer Research Bureau's Customer Satisfaction and Loyalty Measurement program will help clients understand how they perform on key measures such as the Customer Loyalty Index and satisfaction with key pillars of loyalty (e.g., Perceived Value, Product Quality, Image and Reputation, etc.,). The research then goes further by asking respondents to rate their experiences with the sub-drivers and attributes at the operational level (e.g., aspects of product quality).
The survey hence covers the relationship measures of loyalty, and the operational aspects that support the overall customer experiences.
Employee Engagement Survey
Research has shown that engaged employees are likely to be more:
- Productive
- Supportive of the organizational culture
- Contribute beyond normal expectations
- Stay with the company for longer periods of time and
- Pro-actively take steps to improve the work environment.
Most employee engagement research centers on a uni-dimensional measurement that regards engagement as the desirable outcome, driven directly by a number of different factors.
Pioneer Research Bureau's research over the years shows that there are broadly two main factors influencing the engagement of employees. These relate to the Employee Affinity and Involvement.
Employee Involvement measures the strength of the relationships between the focal individual and his/her immediate environment where the individual has more control. Examples of sub-drivers that impact employee involvement include job role, training & development.
Employee Affinity, on the other hand, examines the focal individual's commitment towards the company and the broader environment where the individual has less control.
By distinguishing between the immediate and broader needs of the employees, Pioneer Research Bureau’s unique approach to measuring Employee Engagement offers:
- More accurate classification hence assessment of employees needs
- More systematic approach to measuring the relationship between the drivers and the desirable outcomes
- More detailed action planning as the model covers the broad and operational attributes
- More flexibility to customize the framework for the needs of the client organization.
Brand Equity
A strong brand is one of the top most valuable assets an enterprise can own, and we know that managing and augmenting the brand equity is likely among the top items in your company's executive agenda.
Widely known in the branding literature, a strong brand:
- commands a premium price for the company's products
- solicits trust from even first-time customers due to well-defined expectations
- better facilitates word-of-mouth
- evokes emotional (affective) attachment to the company and to its products
- contributes to fostering customer loyalty.
A successful brand campaign is only the first half of brand success. The ultimate goal of branding, or any other marketing activity for that matter, is the company's bottom line, hence, the complementary half of brand success entails using brand as a tool to profitably manage customers.
Customized Survey
Pioneer Research Bureau has extensive experiences with customized surveys spanning diverse industries and topics. The consultants have worked on numerous projects for thee private and public sectors. Notwithstanding this, Pioneer Research Bureau strongly believes that the requirement of each organization is unique and that a degree of customization is warranted to meet the needs of clients.