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MOnitoring Satisfaction To Ensure Retention
MOSTER is a robust research methodology which diagnoses and quantifies the path to customer delight (extreme satisfaction). The conceptual framework of this system identifies attributes, characteristics or service dimensions into three categories—the “must haves”—those that if not provided at a certain level will create dissatisfaction and loss of customers—the “delight” attributes—those that result in happy customers and provide beneficial word-of-mouth promotion, and the truly linear characteristics—those that provide increased satisfaction with improved performance. This system realizes and accounts for the fact that attributes can change from one customer to another, from one customer segment to another, and can change over time. Customers fall into three broad categories: those that are delighted, those that are satisfied, and those that are dissatisfied. In addition, certain customers are either marginally below delight, or marginally dissatisfied. Once the data is collected, the analysis calculates the “Sensitivity” of each attribute, that is, the percent of customers who are likely to change behavior with a small change in the rating of that feature. In addition, the analysis provides the “Importance” of each attribute, that is, the ability of each feature to create dissatisfaction or delight. You learn how well your product or service is rated on each attribute and priorities can be established, that is, the features most likely to provide an immediate positive response can be identified. MOSTER - gives actionable results, which, if implemented, guarantees delight of your customers. For more information on how the MOSTER system can be used to help you in providing better products and services to your customers, contact us for a more detailed presentation. |
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aving entered into an agreement, Dimension Research is one of the few companies in the United States to offer the 
