Customer satisfaction research.
Optimise customer interactions across different channels to minimise churn rate and grow your business.
Small improvements in the customer experience can deliver big value for your business. By understanding your customers’ views, you can prioritise the areas to address.
We can help you to map the gap between customers’ expectations and your actual performance throughout the customer journey, helping to identify the priority areas for improvement.
By bringing together qualitative and quantitative methods, we can determine the key focus areas that will deliver the most value for your business and explore pain points to help you better meet your customers’ needs.
We can also integrate our customer satisfaction research with your CRM, helping you identify those with high satisfaction and loyalty, so you can target this lucrative segment.
In addition to identifying gaps and opportunities, we also provide actionable strategies to enhance customer engagement and loyalty. By analysing the nuances of your customer’s preferences, behaviours, and interactions, we can suggest personalised initiatives and interventions to make your customers feel truly valued and understood.
Our services also extend to benchmarking your performance against your competitors. We conduct comprehensive market surveys to understand the best practices in your industry and how your customer satisfaction metrics stack up against those. This valuable context can help inform your own strategies and spur your business towards continuous improvement.
Finally, we consider the longer-term view. As markets and customer preferences evolve, we keep you updated with the latest trends and insights so you can proactively adapt your strategies. By predicting customer needs and expectations before they arise, you can maintain a consistent, high-quality customer experience that fosters long-term loyalty and drives sustainable growth.
The impact customer satisfaction research can have on your business:
Generate more from your loyal customers
By linking satisfaction with loyalty, we can help you zone in on the segments that matter most.
Grow your customer base
Improving the customer experience will help you not only to increase repeat business but to leverage brand advocacy to attract new customers.
Improve internal process efficiencies
When you understand what’s important to customers you can revisit business processes, focusing your spend on the elements that have the greatest impact.
Our customers
View all case studies
Understanding the elements of value driving recommendations for Panasonic
Interviews with consumers have helped Panasonic determine NPS scores and benchmark themselves against the competition.
Embedding a customer-centric culture to inform all areas of business strategy for Havells
An ongoing customer understanding programme has helped Havells understand emerging needs, trends and competitor perceptions amongst its customers across various categories.
Validating an internal brand proposition for SMU’s Post-Graduate Programme
A multiphase regional study helped SMU understand resonance and perceptions towards an internal branding effort for the postgraduate track.
The global boutique for data and insight
Our global footprint makes us the go-to partner for international market research. We offer all qualitative and quantitative methodologies across our office network and beyond.
Coverage
N/ALanguages
N/A
Conducting online market research in Asia: The Go-To Guide
What online methodologies work best in India? How do you get the most out of respondents through digital methodologies in China? Experts across our global boutique share best practice tips and techniques for conducting online market research in Asia Pacific.
Download the guide now
Southeast Asia’s Wallet Wars Are Shaping a New Consumer Economy.
Cash is disappearing from daily life across Southeast Asia. In 2019, nearly half of all transactions in Asia were made in cash. By 2027, that figure is expected to fall to just 14 percent, according to the Bank for International Settlements. Mobile wallets—once a convenience—are now overtaking physical currency as the region’s default mode of […]
Inside the Urban Shift Reshaping Consumer Demand.
In 2023, more people moved to Charlotte, North Carolina than to New York City. Once known primarily as a banking hub, Charlotte is now among the fastest-growing metropolitan areas in the United States, with its population increasing by over 15% in the past decade. Its rising appeal is part of a larger pattern: a quiet […]
How Millennial and Gen X Parents Are Shaping the Markets Targeting Their Children.
Marketers may position Generation Alpha as the next big consumer cohort, but the real power behind their spending lies firmly with their Millennial and Gen X parents. From the designer sneakers children wear to the AI-powered math apps they use, it is parents who dictate the purchases—and, by extension, the market trends. For these parents, […]
Thailand’s Digital Wallet Test Is Reshaping How People Pay.
Thailand is embarking on a bold economic initiative that intertwines fiscal stimulus with digital innovation. The government has launched a digital wallet scheme, providing eligible citizens a one-time payment of ฿10,000 (approximately USD 275). This initiative aims to invigorate local economies and accelerate the nation’s transition to a cashless society. The program is being rolled […]
Sectors we serve
With over 30 years in the business of market research, we have extensive experience and a depth of knowledge across a range of sectors.
We bring this to bear to design the very best approach to meet your objectives.
The team go the extra mile to make sure all the details are covered and to ensure the successful completion of our projects. Kadence always put the client’s priorities and perspectives ahead of anything else and create an experience that reflects our marketing needs / goals.
Corporate Communications / Public Relations
Brand Management Department
Panasonic – Singapore
Corporate Communications / Public RelationsI have been working with Kadence for more than 4 years and they have always delivered consistently good outputs. Their ability to understand business goals and translate them to research objectives as well as a high degree of flexibility by collaborating with clients and providing recommendations that are otherwise overlooked differentiate them from other research agencies in the market.
Head of Insights
Discovery
Head of InsightsKadence’s reports give us the insight, conclusion and recommended execution needed to give us a different perspective, which provided us with an opportunity to relook at our go to market strategy in a different direction which we are now reaping the benefits from.
Sales & Marketing
Bridgestone
Sales & MarketingWe’ve been working with Kadence on a couple of strategic projects, which influenced our product roadmap roll-out within the region. Their work has been exceptional in providing me the insights that I need.
Senior Marketing Executive
Arla Foods
Kadence has produced an exceptional body of work which plays a crucial part in planning marketing strategies and understanding the opportunities for our business as we continue to grow. We couldn’t ask for a better partner; they provided true expertise, valuable insights and commitment to quality across each project.
Performance Marketing & Analytics Director
Treatwell
Performance Marketing & Analytics Director
Vital Strategies
Customer Intelligence Director