ORC International Research Solutions

IT and Telecoms

Customer Satisfaction and Loyalty Measurement

Customer satisfaction (CS) research has been a cornerstone of ORC International’s business for more than sixty years. Every client has different requirements and we tailor our approaches accordingly. Techniques range from global quantitative consumer satisfaction work (conducted in the call centre or online) to senior level, in-depth, business customer evaluation work – undertaken face-to-face by consultant interviewers.

Business-to-Business client satisfaction

Designed to facilitate enhanced customer relationships and performance improvement at both the account and corporate levels, ORC International has the capacity to offer businesses a holistic and tiered approach to client satisfaction programmes using techniques that reflect the balance of a client’s customer portfolio.

While a significant proportion of ORC International’s revenue is based upon high volume quantitative telephone and online customer satisfaction research, we also have the capability to conduct in-depth research with clients’ high value ‘champagne’ customers.

Using a pool of highly experienced consultant interviewers, ORC International is able to offer programmes which comprise face-to-face customer interviews, in local language where necessary, typically with IT directors or equivalent.

The interviews are wholly attributable and each results in a comprehensive report, with clearly prioritised customer requirements. These requirements can form the basis of an agreed improvement plan between the account manager and the customer. The rapport developed between interviewer and respondent in this process is obviously critical to a successful interview and reliant upon the experience and credibility of the interviewers used.

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