Customer Satisfaction and Loyalty Survey
Macro performed a survey of customer satisfaction and loyalty for an energy corporation. Representatives of Macro met with corporate representatives to review the research and strategic goals, sampling frame, timeline, and questionnaire topics. The survey explores how re-purchase and cross-selling of products and services are affected by employee satisfaction, customer satisfaction and loyalty, and brand reputation. This survey emphasizes customer satisfaction and loyalty and understanding the relationship of satisfaction, reputation, and purchase intent.
 Defense Logistics Agency Customer Satisfaction Survey
Macro performs quarterly statistical analyses of a customer satisfaction survey for the Defense Logistics Agency (DLA). We provide overall results along with results for each of 10 service units. Our analysis includes basic descriptive statistics, cross-tabulation, regression and correlation analyses, and cluster and factor analyses as indicated by our client’s needs. In addition, we provide the DLA with our proprietary Customer Loyalty Plus® approach, which allows the client to efficiently set priorities and allocate resources to improve customer satisfaction. To complement the statistical analysis, we code respondents’ verbatim comments using Macrosaic©, which analyzes the comments by frequency, relates the data to the quantitative data, and generates descriptive reports.
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