 |
Customer
Value
Model
Value
models
indicate how well each category of variables, or processes, predicts overall
customer satisfaction. At a more detailed level, they indicate the ability of each
attribute within a category to predict overall customer satisfaction.
This predictive power of categories or attributes is referred to as
“derived importance”. Calculating derived
importance can quickly indicate what is truly important to customers.
|
|
The Importance/Performance Grid
By
combining the importance scores from the value model with performance
ratings, an Importance/Performance Grid is developed. The
Importance/Performance Grid is divided into four quadrants using a square.
Quadrant 1 (in the upper right corner) contains the areas of higher
value to customers and higher performance by your organisation.
Quadrant 11 (in the upper left corner) contains the areas of high
importance to customers and lower importance by your organisation. Quadrant 11 (in the lower left corner) contains the areas of
lower importance and lower performance.
Quadrant 1V (in the lower right corner) contains the areas of lwer
importance and higher performance by your organisation.
The purpose of the Importance/Performance Grid is to give you a
visual example of what is important to customers and how your organisation performs within these areas.
|
|
Cross-tabulations
Cross-tabulations
show the relationship between as set of variables.
In particular, the relationship between overall satisfaction and the
attributes of value, willingness to recommend and a series of other
variables can be measured. The cross-tabulations show how satisfaction varies across response categories of other
questions.
|
| The
Market Perceived Overall Satisfaction Profile
The market perceived satisfaction profile is the heart of the customer
value analysis. This profile provides you an indication of how well you
are performing for customers in your target market. The market perceive
satisfaction index is the single most useful indicator of how well you
are performing overall for customers in your market.
|
| The
Customer Value Map
The customer value map is an exceptionally powerful
tool. The Value Map
provides a graphic representation of the perceived price and quality
position of your organisation and your competitors. It shows how you
stand relative to your competitors in your market and who is likely to
gain market share and why. This kind of map tells more about a business'
future than a one-page financial statement.
|
|
The Comparative Chart
of Competitor Analysis
|
| Simplicity-
Uses simple but advanced analysis tools to establish Customer Satisfaction
and Customer Value Indexes.
|
| Accurate
and Timely - making relevant
decisions at the right time
|
| Comprehensive
– measures all key variables considered important when assessing
satisfaction and value.
|
| Affordable
– one of the cheapest and most powerful investments your Organisation can ever
make.
|
| Flexible
- Can be constructed according to a variety of demographic parameters
|
| Benchmarks
key customer retention
factors
|
| Versatile
- Can be easily and quickly reapplied to measure new trends over time.
Economical pricing allows for continuous updates and finger on the pulse.
|
| Advanced
– Utilises the latest technology to achieve the answers you need in the
most cost-effective manner.
|
