This research brings several benefits, such as:
• Identify the strengths and weaknesses of the company, the service and the services provided;
• Obtain feedback and suggestions to improve quality and innovation
• Measure the level of customer satisfaction and loyalty
• Increase the company's reputation and competitiveness in the market
• Improve customer perception of the services provided
At Cushman & Wakefield, satisfaction surveys were implemented in Management contracts with the aim of capturing customer perceptions on the following topics: quality of service, quality of service, organization and standardization, innovative solutions and response time, in addition to the application of Net Promoter Score (NPS).
To maintain the impartiality of the research, it is coordinated and conducted by the Corporate Engineering area; It is up to the operational team to simply define the list of customers who will respond to the surveys.
To conduct a good customer satisfaction survey, Cushman & Wakefield adopts a well-defined methodology, which covers:
Define the objective and scope of the research, that is, what you want to know and who you want to know from
• Choose the type and method of research best suited to the objective and target audience
• Prepare research questions, using clear, objective and impartial language
• Apply the research to customers, using the direct communication channel, respecting privacy, ethics and current legislation
• Analyze research results, identifying the main indicators, opportunities and strengths
• Take the necessary actions based on the research results, correct and improve weaknesses, innovate and surprise customers, etc.
Net Promoter Score (NPS)
The Net Promoter Score (NPS) is a metric widely used to assess the level of customer satisfaction, identifying the likelihood of them recommending the company to their relationship network, and, consequently, leveraging opportunities for sustainable business growth.
Let's explore in more detail what NPS is, how to calculate it and why it is important to boost your business.
The NPS calculation is simple. Simply enter a question about the company's likelihood of being referred on a scale of 0 to 10. The survey results divide customers into three groups:
1. Promoters: customers who rate it 9 or 10. They are enthusiastic about the company and are likely to recommend it to others.
2. Neutral: customers who rate it 7 or 8. They are satisfied, but not as enthusiastic as promoters.
3. Detractors: customers who give ratings from 0 to 6. They are not satisfied and may even speak badly about the company.
The NPS calculation is done by subtracting the percentage of detractors from the percentage of promoters. The result varies from -100 to 100.
We enhance your business
With the satisfaction survey methodologies applied at Cushman & Wakefield, we have powerful metrics in our hands to measure customer satisfaction and identify growth opportunities.
These concepts help you build a solid customer base. Through a culture of continuous improvement and enchantment, we enhance our customers' businesses and, as a consequence, sustain the growth of our business.
