"Businesses Must go Back to Basics to Understand the Customer Experience in 2019," says TTi Global.

SLOUGH, U.K., May 13, 2019 /PRNewswire-PRWeb/ -- If you don't know what your customers' expectations are, how can you meet them, let alone exceed them in a rapidly changing market? Customer expectations change as businesses evolve because of the many complex factors that influence them. In order to understand and create the ideal customer experience for any organisation, it is vital to look back in order to first understand and analyse exactly what your customers expect from that experience.

Glyn Luckett, Commercial Director of TTi Research, explained, "In a truly customer-focused organisation, the most important measure of success must be customer satisfaction. Satisfaction and the outcomes service quality are both highly correlated with the overall customer experience and an even stronger relationship with loyalty and recommendation. We know from our research and academic sources that Customer Experience is the total journey of a customer's interaction with the brand, embracing all contact, the lifecycle."

The latest multi-sector insights from TTi Research's Customer Satisfaction Benchmarking Report, provides analysis of over 3000 customer comments to identify what customers expect from the ideal customer experience. Data was taken from customers from a total of 15 sectors to enable organisations to receive the most relevant insights and to ensure the research remains fresh and relevant. The market research consultancy, based in Slough, UK, regularly shares benchmarks, resources and detailed insights gathered from its ongoing Customer Satisfaction benchmarking survey.

Take a Step Back with CSI

A key takeaway from TTi's latest research snapshot, taken in March 2018, indicated that many businesses are still failing to understand that providing the ideal customer experience is dependent on the identification and understanding of what that organisations customers expect from that experience.

Glyn Luckett added, "Customer satisfaction is defined as meeting customers' expectations of the ideal service or product, we see similar- or in some cases the same - applications in Customer Experience measures, given the composition of measures are often heavily developed on service. Or, how a product or service is perceived by customers to perform against what is ideally expected. It is the difference, or gap between the performance and expectation, which defines the level of satisfaction.

To enable full alignment with the customer and create experiences and services that deliver high levels of satisfaction garnering understanding of customer expectations are crucial."

In order to design a customer experience that delivers on the specific requirements of your customers, whatever your sector, TTi Research has developed an advanced Customer Satisfaction Index (CSI) survey model, which allows the firm to measure customer satisfaction while also embracing all attributes that contribute to a brand's overall customer experience.

The approach, unlike standard CSI surveys, combines the latest customer satisfaction indexing with TTi Research's own Strategic Alignment model. This bespoke research approach is ideal for:

• Process Satisfaction Monitoring – Identifying friction in processes and barriers to preventing excellent service delivery
• Customer Handling – Uncovering staff training issues, and measuring employee engagement's influence on customer satisfaction
• Employee Reward Schemes – Customer satisfaction ratings to support staff reward and recognition programmes, and incentivise excellent service delivery
• Measure Success - An indicator of success of new strategy implementation
• Competitor Benchmarking - Comparability with direct competitors to evaluate strength of market position and develop tactical strategies to increase market share

TTi Global Research is a full-service market research agency in Berkshire. Expert research designers and analysts conduct customer, employee and stakeholder research for a wide range of UK and international organisations, including energy and gas networks, retailers and automotive dealers and manufacturers.

To find out more about commissioning your own company customer satisfaction research, contact TTi Global.

About TTi Research:

TTi Research, a Division of GP Strategies, is an accredited Market Research Society (MRS) Company Partner and leading UK-based market research agency, specialising in helping brands world-wide achieve their goals through high quality customer, employee and stakeholder research.

TTi Research has been delivering respected market intelligence for more than 30 years for private and public sector organisations across a vast range of industries and are the market research partner of choice for organisations including Haymarket, Northern Gas Networks, Jaguar Land Rover, Radian, Skanska, Honda and more.
What we do

• Customer and Consumer Satisfaction Research
• Employee and Employee Engagement Research
• Stakeholder Research
• Channel and Partner Opinion Research

SOURCE TTi Global Research