Researches reveal that many companies lose 45-50 % of their customers in a 5 years period. However, gaining new customers is 20 times costly than keeping the present ones. Another fact is that a satisfied costumer tends to buy services and goods from the same company again and in greater amounts, and furthermore, tends to share his/ her positive impression with other people, bringing in more customers. On the other hand, satisfied customers tend to prefer the goods and services even if they are more expensive than the market average.

Customer satisfaction and loyalty market research enables you to define "superior service" from your customers' and prospects' perspective. The knowledge you gain through customer satisfaction research allows you to then target your scarce resources at improving the service areas that mean the most to them.

We help you better understand and better serve your current customers. By identifying the most critical priorities for action, we help our clients improve customer loyalty, retention, and profitability.

By the customer satisfaction researches carried out, Stratejik Fokus determines

• The customer needs and expectations regarding the goods and services,
• How and to what extend are the customer needs and expectations are satisfied with the present goods and services,
• The position of the goods and services with respect to the competitors' in the market, regarding the satisfaction of the needs and expectations of the customers,

and provides assistance for the development of business strategies for achieving and improving customer satisfaction