Customer satisfaction

Customer satisfaction

Not just measuring customer satisfaction but also comparing and understanding it

With our customer satisfaction research, we answer not only the question of whether your customers are satisfied but also how much, and why or why not. Our Customer Satisfaction Management Tool is based on a triad of measurement, comparison & understanding. This enables customized applications of the model in your own organization and against competitors.


By using various survey methods, we have the possibility to conduct targeted measurements and surveys that lead to robust results. You can rely on our more than 30 years of experience and the execution of more than 60,000 interviews annually - both nationally and internationally.


Isolated results do not add any value because they are difficult to interpret and classify. In order to align measures in a concrete and target-oriented way, it is necessary to know where you stand - within the company as well as in comparison to the competition. We would be happy to carry out internal and external benchmarking for you.


Of course, we do not leave you alone with the results. In order to build customer loyalty in the long term, it is important to understand the mechanisms of customer satisfaction. We show you how the satisfaction of your customers can be influenced, which aspects play a decisive role here and which adjustments have to be made in order to profit from the satisfaction of your customers.

The Customer Satisfaction Management Tool from SINUS:INTEGRAL can be used in many ways.

  • Measuring your customers' satisfaction and loyalty
  • Multivariate analyses to measure factors influencing customer satisfaction
  • Competitor analyses and comparisons
  • Internal and external benchmarking of service and management standards
  • Action planning with the aim of sustainable customer loyalty