Customer Satisfaction Analysis

Two key factors drive effective, actionable customer satisfaction analysis:

  1. Market-specific satisfaction measurement

    Drivers of customer satisfaction and retention vary by product, industry sector, and market segment. Measuring generic drivers provides generic results. Actionable satisfaction analysis requires a targeted understanding of multiple factors that drive customer retention in a specific marketplace and product set.

  2. Competitive benchmarking

    Most companies measure themselves against their own past performance, ignoring how they compare to their peers, competitors, and external market conditions. Like a control group in scientific research, benchmarking clarifies the effect of internal business strategies and management practices, and helps establish realistic performance goals and management objectives.

The ERC Advantage

  • ERC syndicated research provides ongoing analysis of specific factors that drive customer retention and satisfaction regarding retail energy supply and products in the small-to-midsize business (SMB) marketplace.
  • ERC syndicated research measures the importance of multiple drivers, including product features, customer support capabilities, billing issues, account manager characteristics, marketing documents, and supplier websites.
  • ERC's annual supplier satisfaction survey of more than one thousand SMBs provides competitive benchmarks against which custom satisfaction studies can be measured.

For more information about the ERC custom satisfaction research capabilities, send us a message through our contact form or call us at 410‑749‑5519.