customer satisfaction

Our work starts by pinpointing the key drivers of satisfaction – the ‘hot buttons’ that, if pressed correctly, do most to boost affinity and sales.

Next we build truly bespoke programmes that recognise that each company’s needs and client base are unique. Accordingly, everything from the look and feel of the questionnaire to the method of data collection is tailored.

Then, avoiding the trap that often befalls Customer Sat., we make sure findings are so compelling they command attention at all levels – knowing this kind of company-wide buy-in is crucial to the success of any programme and ensures everyone is marching to the same beat.

This philosophy has transformed Customer Sat. programmes ABA has taken over - presentations moving from ‘one buyer and her dog’ to ‘standing-room-only’ occasions.

John Lewis, Thomas Cook and Virgin Atlantic are some of the big-name brands for whom we’ve created best-in-class Customer Sat. programmes.