Richard Day Research, Inc.

Research has consistently shown that improving customer satisfaction can significantly impact the bottom line through client retention and referrals. However, too often this research focuses primarily on the satisfaction scores, and ignores the reasons "why" customers are less satisfied, or "how" service and the relationship can be improved.

RDR identifies your strengths and weaknesses, as well as the underlying drivers of loyalty and satisfaction. For example, loyalty is often measured solely through an NPS score. Through RDR's "NPS +" we add critical insights as to why clients are very or unlikely to recommend, and identify improvements and opportunities to strengthen relationships.

When identifying key drivers of satisfaction or loyalty, RDR utilizes a sophisticated multivariate approach that provides actionable results. This approach avoids the pitfalls of high inter-correlation among predictor variables that plague more traditional regression models. The result is clearer and more reliable drivers that will help focus your improvement efforts and resources.

Our Philosophy as It Applies to Customer Satisfaction Research

1. There is much unique about your business. Rather than forcing you into a "one-size-fits-all" model, we design the study that recognizes your unique situation and needs.
2. We help you understand customer satisfaction, loyalty, and your competitive performance from the perspective of your customers.
3. We recognize that all customers are not the same. We provide segmentation based on value, growth, and potential. We also quickly alert you to client relationships that are the most at risk, allowing you to respond immediately.
4. Customer expectations change continually. Monitoring these relationships will help you stay on top of opportunities and expectations.
5. Nothing predicts behavior like behavior. Customer behavioral data that you already have can help inform the research.
6. If the research doesn't improve your bottom line, it's not doing its job.