GIM Customer Perception
Customer relations analysis in times of "critical consumers"
Topic
GIM Customer Perception helps you as a company or brand to determine how your customers perceive you. This is more important now than ever before, which is why a considerably increasing number of companies conduct (or commission) studies to gather the respective data related to central company indicators. Apart from merely measuring customer relations, it becomes more and more relevant to identify how the quality of these relations can be improved, and what are the factors influencing this process. GIM Consumer Perception is a research approach which starts out precisely from this juncture with customer satisfaction research.
Fields of application
GIM Customer Perception provides results which are relevant and can be implemented directly instead of merely measuring your customers. The key to this is that we also take into account causes and reasons why your customers perceive you the way they do – our research is not restricted to measuring only the customers’ evaluation.
A holistic understanding of customer relations is at the heart of our work. We do not consider that reducing the customer to an index value will allow us to achieve our goals. After all, consumers are and will always be human beings with all their different facets, some of which may be relevant to consumption, others are exclusively emotional.
Toolbox
GIM Customer Perception analyzes customer relations at two levels:
- Global evaluation of the relation: satisfaction, repurchase, willingness to recommend the brand/product (e.g. Net Promoter Score NPS) and loyalty are central dimensions for the evaluation of the customers‘ relationship with you.
- Detailed evaluation: Besides global relations, we also take into account specific facets and their influence on the relation. In doing so, we don’t limit ourselves to a mere evaluation, but also identify the causes of (dis)satisfaction.