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Customer Satisfaction/Retention Research

At Just The Facts, Inc.™, our knowledge of the business and competitive intelligence world meshes well with the issues involving customer satisfaction and retention. Many times we have discovered that one of the greatest competitive tools in our clients’ arsenal is that of providing excellent service to their customers.

In studies done on the topic of customer service and retention, it has been found that keeping current customers happy is the true path to long-term profitability. It can take as many as 10-20 new customers to make up for the loss of one really good, highly profitable customer.

We have determined from previous work that identifying and monitoring the satisfaction of our clients’ leading profit-generating customers can yield big dividends. In some instances the loss of just 1 to 5 of these key customers can affect corporate profitability by 30%, 40% or more.

Our approach to studying customer satisfaction and retention is comprised of a unique process which we describe as Pre-Emptive Satisfaction™. What sets our investigative methodology apart from other typical research suppliers is our understanding of the importance which competitive factors play in influencing customer satisfaction and retention.

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