Satisfaction Measurement & Modeling

“RTi led the project and provided superior guidance on the test design and methodology, and quickly grasped the marketing objectives.”

Sr. Manager, Consumer Insights,
Food & Beverage
“RTi continues to be one of my most trusted research partners. I count on RTi to deliver great results that help drive business results for my marketing partners.”

Sr. Manager, Marketplace Insights,
Financial Services
“RTi consistently provides high-quality work, meets tight timelines, and, most important, is a pleasure to work with. I truly value them as partners.”

Sr. Manager, Marketplace Insights,
Financial Services
“We value the business relationship that we have with RTi. Their work is of the highest quality at a reasonable price. They took the time to learn our business to become an essential partner in making our business grow.”

Market Research Manager,
CPG
“I hired RTi as our research partner and was very pleased with the outcome of the collaboration. I would definitely work with RTi again and know they can be a trusted partner on projects both big and small.”

Research Director,
Media/Publishing
“Understands our business issues and provides study designs that ensure we meet our research objectives. This study was well executed, and results were delivered on time, with well-written summary and conclusions.”

Sr. Manager, Consumer Insights,
Food & Beverage
“RTi is a trusted and valued business partner. The RTi team consistently adds value to the research process, and more important, to the interpretation and analysis of data. Their work is consistently high and their perspectives fresh and unique.”

Director, Consumer Insights,
CPG
“RTi left no stone unturned to make sure we were getting exactly the right people and answering the right questions – all under a very tight timeline. They did a terrific job and the results have been embraced into the plan.”

Sr. Manager, Consumer Insights,
Food & Beverage
“I've heard great feedback from the team regarding the sessions, which served as both a refresher to some and a great introduction for others. We consider RTi a true research partner that really stands out from other research companies. We thoroughly enjoyed our time with, and we look forward to working together more in the future.”

Senior Research Director,
Fortune 50 Retailer
"Two junior members of my organization were walked through the Quick Courses with RTi. Both felt that they received a helpful and thorough overview of the key research and business issues around Product and Concept testing. I was happy to have them hear the perspective of one of our key research partners rather than simply reading a company manual as an introduction."

Senior Research Manager,
Fortune 50 Food Company

Satisfaction Measurement & Modeling: Actions for Building Your Consumer Base and Brand Loyalty

No matter what business you are in, your customers are your lifeblood. They demand a consistently high-quality product accompanied by outstanding service from you in every aspect of their experience. From initial contact through the sales process and ongoing service, the most successful businesses are those that generate loyalty by providing service that continually exceeds expectations.

RTi’s proven, multiphased, dynamic approach has been providing actionable learning to Fortune 500 clients for more than 10 years.

RTi specializes in developing the appropriate satisfaction measurement program: starting with determining what constitutes satisfaction among your customers and culminating with an ongoing measurement program to ensure a positive return on your investment in customer care.

Our Satisfaction Measurement & Modeling program is more than just research – it is a comprehensive business process targeted at building customer loyalty.

Define — Identify the vision for the satisfaction and loyalty program, determine perceptions of the ideal customer experience at each “moment of truth” and overlay customer needs and expectations to build a satisfaction/loyalty model.
Measure — Build survey instrument; conduct research based on the satisfaction/loyalty model.
Analyze — Insightful multivariate analysis and modeling focuses on prioritizing the service dimensions that drive satisfaction and loyalty.
Validate — Reassess customer perceptions on a regular basis and use that learning to measure process improvement, as well as to fine-tune the model as your company evolves.