Satisfaction and Engagement Research

What We Do > Research and Consumer Insights > Satisfaction and Engagement Research

The ultimate value chain: committed leaders > engaged employees > satisfied customers.

The Integrated Insight Difference

We Learned from the Best: Disney

Attention to detail and going above and beyond is permanently ingrained in our psyche. We know how to formulate satisfaction and employee engagement research to elevate organizations to a higher level of performance.

A Holistic Approach

We view your operation like a customer. Often, the most problematic situations occur between departments, not within. We structure research to uncover root cause issues and elevate the whole.

Development of Operational Standards

Converting what customers want and need to what employees should do can be difficult. Yet having standards of operation is what ensures consistent delivery of service. We do the hard work for you, including eliminating outdated protocols and providing focus, and using research to measure against those standards.

Proof of Concept

Proving the value of investing in customer service can be elusive. We have a proven track record for measuring success and using research based metrics to justify additional resources where needed. See our Disney case study below.

Our Approach

Design

We design with performance measurement in mind. Your performance, not the questions and metrics that work for every other company too. Every questionnaire is customized to address the goals and opportunities you want to address.

Analysis

We dig deeper to connect the dots. We marry your customer satisfaction results with employee engagement surveys to better understand best in class performance and why under-performing areas may be falling behind.

Reporting

We recognize satisfaction surveys have multiple audiences. Operators need detailed, real-time data, daily if possible. Executives need key performance indicators, trended over time. We deliver the right information, to the right audiences, at the right time.

Featured Case Studies

When To Perform Satisfaction and Engagement Research

  • Satisfaction ratings, intent to recommend, and intent to return are below where you believe they should be.
  • You need to prove the value of great customer service to secure investment funds.
  • You believe there are issues in customer service and employee engagement that need to be addressed.
  • You are ready to elevate your organization to best-in-class through a concerted customer service focus.

Need to perform satisfaction and engagement research?

Schedule a free consultation to discuss your business needs.