TNS Media Intelligence/Cymfony: Customer Satisfaction

Customer Satisfaction Tracking

Moving at the Speed of The Customer

In today’s competitive global marketplace, success is defined by how satisfied customers feel about all aspects of their relationship with your company. Criteria ranging from product quality and durability to service quality and brand perception can either strengthen or undermine the relationship.

All these issues are discussed and debated in blogs, discussion boards, and other forms of what is called “consumer generated media”. Any consumer researching a buying decision in your category can find these evaluations.

The good news is you can also see it. Consumers are telling you what aspects of the product, service or message you need to improve. They are telling you where your competitors are vulnerable. They are telling you their unmet needs which may lead to new breakthrough products.

TNS Media Intelligence/Cymfony helps you identify the most significant consumer trends and the forces influencing your brand so you can move as fast as the market.

TNS MI/Cymfony’s Customer Satisfaction Tracking answers questions like:

What features, benefits and ideas are consumers engaged about in your category?

What market conditions and issues have the greatest impact on consumer preferences and opinions?

Why do consumers buy certain products and services? What barriers do they encounter in the purchasing process?

What unmet needs do consumers have that may lead to new breakthrough products and services?

Choose an Audit for a one-time snapshot

TNS MI/Cymfony’s three month Audit scans a select group of top traditional and consumer-generated media sources to provide a baseline view of your current position in the market.

Customer Satisfaction Tracking Reveals Opportunities to Delight Customers

TNS MI/Cymfony’s Customer Satisfaction Tracking reports benchmark seven standard attributes plus you’ll have almost unlimited flexibility to define additional attributes that are unique to your product or company. TNS MI/Cymfony will also track the ratio of customers endorsing your product versus those recommending against it. The specific consumer comments and suggestions will give you clear direction on how to improve these areas.

Customized For Your Needs

Of course, every organization’s needs are unique. TNS MI/Cymfony’s team of experienced industry analysts will work with you to customize a tracking and measurement strategy for your specific business requirements. As your business needs evolve, your dedicated account manager will make sure these reports continue to provide the valuable data and insights you need. Allow us to design a program just for you.