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Understanding how great service encourages repeat business and loyalty

Services sector research

Probably everyone reading this page can think of at least two or three recent service experiences that have really impressed them and some that have been less than satisfactory.

It is worth pausing to consider how this pleasure or displeasure is influenced by expectations, service norms in various sectors and whether the overall service perception is mostly the result of the brand, a person, a product or a delivery channel. All these factors are likely work in combination to produce an overall impression.

The insight challenge is to understand how people think about services, what they really value, how expectations arise and how they vary with price perceptions.

We have helped clients in a broad range of sectors understand and measure service using satisfaction scales, net promoter scores and many other ways of quantifying the quality of service experiences.

Achieving sustainable, cost-effective differentation in service markets

Service flow chart