Customer Satisfaction analysis allows Forethought to successfully assist clients in establishing or retaining market leadership in operational performance. Analysis of Customer Satisfaction empowers our clients to efficiently align operational activities to the specific requirements of their customers. This research encompasses the identification and understanding of satisfaction drivers, their relative importance, and an assessment of organisational performance on each driver.

Forethought has extensive experience testing and modelling the satisfaction of customers across many industries. Forethought customer satisfaction models provide a hierarchy of drivers, allowing our client to target specific areas where incremental improvement will have the greatest impact on overall satisfaction of their targeted customers.

Satisfaction Alert

Where our clients’ customers are particularly dissatisfied, to the point that defection is imminent, they are asked if a Satisfaction Alert can be raised. This involves the customer providing comprehensive details of the issues and the action they would like to see taken. Where the customer agrees, a report is provided to the client within 24 hours of Forethought identifying the dissatisfaction, allowing our client to take immediate action to retain the business.