csm.factory –
measuring, managing and improving customer satisfaction

Wouldn’t it be nice if a single market research instrument was able to answer every question relating to customer satisfaction management? In practice, it soon becomes apparent that only a carefully integrated set of methods can cover the complexities of this research field.

csm.factory comprises six coordinated modules that provide all the information needed to support the CSM process. Quantitative and qualitative methods are used for data collection both from customers and within the organisation itself. This data is analysed in order to identify factors that drive customer loyalty and other improvement potential, leading to the development and implementation of specific measures.

The six csm.factory modules are: 

• csm.locator: know where you stand and how you compare 
• csm.driver: know the right adjustments to make 
• csm.explorer: focus on individual problems in greater detail 
• csm.insider: ask questions and leverage inside knowledge 
• csm.creator: analyse, develop, make the right decisions 
• csm.evaluator: check your progress and stay on track
  

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