What is Customer satisfaction index?

Customer Satisfaction Consulting Firms

• I need a list of consulting firms that specialize in designing and implementing customer satisfaction programs (could be also customer retention, customer service) in large diversified financial service providers. The list should display their clients and give some guidance as to their overall effectiveness for vendor selection purposes.

• Answer:

  The following is a list, in no particular order, of some of the major firms that conduct customer satisfaction studies for major financial institutions. Market Facts, a subsidiary of Aegis Group plc, is a leading U.S.- based full service global marketing research consulting and information company. http://www.marketfacts.com/ NFO WORLDGROUP is one of the world's leading providers of research-based marketing information and counsel. NFO Financial Services provides a full range of consumer and business programs to address a broad spectrum of financial behaviors, attitudes, preferences, and the use of financial products and services. http://www.nfow.com/financialservices/info.asp Marketing Leverage, Inc. is a management consulting firm focusing exclusively on marketing issues. Marketing Leverage, Inc. 78 Eastern Boulevard Glastonbury, CT 06033 1.800.633.1422 [email protected] http://www.marketingleverage.com/ A C Nielsen ACNielsen, a VNU company, is the world's leading marketing information company. With 21,000 employees worldwide offering services in more than 100 countries, ACNielsen provides market research, information, analysis and insights to the consumer products and service industries http://www.acnielsen.com/site/about/ THE RUDDICK INT'L GROUP is a marketing planning and market research services consulting firm specializing in financial services markets --- consumer, commercial and mortgage banking-related services. http://ruddickintl.com/finance.html MORPACE International assists financial service providers in understanding their retail and business customers' needs. http://www.morpace.com/financial-services.htm National Analysts National Analysts' financial services practice focuses on issues with strategic or major tactical impact for banks, brokerage firms and other financial service providers. http://www.nationalanalysts.com/industry-expertise/financial-services.asp Omnibus Studies -- allow many companies to share the cost of major surveys. Customer Satisfaction Measurement Association™ "is an association of companies that conducts benchmarking studies to identify practices that improve customer satisfaction and the overall operations of members." Clients include major corporations and governement entities. http://www.csmassociation.org/ J.D. Power and Associates' Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. http://www.jdpa.com/businessservices/finance/index.asp When choosing a company to assist in your assessment of customer satisfaction look for experience and expertise in your specific field. Ask for a list of pertinent clients and contact them for thier opinion of the vendor. Meet the project director you might be working with and determine if you feel comfortable with him or her. Major research corporations in the United States subscribe to the ethics and practices of the Council of American Survey Research Organizations. Check here for the membership directory: http://www.casro.org/casromembers_displaypage.cfm Search strategy: "financial services" "customer satisfaction; "marketing research" "financial services"; CASRO If you have questions about this response or require additional information, please post a Request for Clarification before rating this answer. Nellie Bly