Customer satisfaction or NPS tracking: Understanding developments in customer evaluation

The starting point for many companies is a systematic customer satisfaction analysis.
These studies are often used for three objectives:

  1. to determine the level of customer satisfaction based on KPIs;
  2. to track changes in these KPIs over time;
  3. to identify levers for improving customer satisfaction on the basis of causal analyses.

Since its foundation, LINK has supported companies and institutions in determining customer satisfaction, customer loyalty and willingness to recommend.
It doesn’t matter to us…

  • which key figures are used (Net Promoter Score™, overall satisfaction, loyalty or specially developed KPIs and indices)
  • which survey method is used to interview customers
  • which products and industries are to be considered (B2C & B2B)
  • which language regions or countries the study will be carried out in (regional, national, international)
  • whether the study is planned as a one-off, tracking or continuous measurement
  • whether and how many touchpoints, customer segments, product categories are to be covered
  • whether or not importance or causal relationships should be determined.

We advise our clients during the planning and conception phase, conduct professional and neutral interviews with your clients and support you through to the interpretation of results and the derivation of measures.

™ Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Contact us

Stefan Reiser

Head of Marketing Research Division