Customer satisfaction measurement

GIM Customer Satisfaction is an innovative toolbox designed to comprehensively measure customer satisfaction on an anonymous level. This toolbox covers all relevant dimensions and touchpoints of the customer journey - from customer service to product.  

Our toolbox offers full flexibility of use. We can use it as a one-off survey or as a tracking study. When tracking with continuous frequencies of monthly, quarterly, semi-annually or annually.  

At its core, GIM customer satisfaction aims to evaluate a brand or product from the customer's perspective. The focus is on evaluating performance along the various stages of the customer journey - from initial contact to after-sales support.

GIM customer satisfaction is ideal for companies in both the b2b and b2c sectors. It is particularly suitable for service companies, financial institutions and all organisations that have regular customer contact or maintain longer contract periods with their customers.

A typical GIM Customer Satisfaction project goes through several phases:

1. Definition of touchpoints: Identification of relevant customer touchpoints along the customer journey.
2. Questionnaire coordination: Development and coordination of the questionnaire in collaboration with the customer.
3. Customer survey: Conducting the survey, both of the company's own customers and of competitor customers.
4. Evaluation: Detailed analysis of the collected data.
5. Presentation of results: Preparation and presentation of the results, including recommendations for action.

GIM Customer Satisfaction provides you with a powerful solution to not only measure the satisfaction of your customers, but also to gain in-depth insights into the drivers of this satisfaction.