Tracking Marketplace Performance
As a leader in market research, Protocol Research Solutions understands how to measure
the right criteria to determine true customer satisfaction. And we provide full
diagnostics when standards aren't met and customer retention may be in jeopardy.
In short, we help you get to know your customers better — and help you keep them
happy.
Protocol Research Solutions tracks marketplace performance in two principal areas:
Customer Satisfaction and Brand Health.
Customer Satisfaction tracking monitors ongoing customer ratings of brand performance.
Protocol Research Solutions conducts surveys among the general population, in target
markets, among specific user groups, and post-purchase in both traditional and web-based
environments.
Brand Health tracking determines how the functional and emotional aspects of image
and equity are perceived by consumers. This approach evaluates the net impact of
marketing and promotional activity on brand perception versus the competition. It
provides an ongoing measure not only of campaign effectiveness, but also of the
degree to which brands are "on strategy" from the consumer perspective.
Hallmarks of Protocol Research Solutions Customer Satisfaction and Brand Health
tracking studies are:
- An established record of brand and corporate health and satisfaction tracking
- Individual survey customization and avoidance of off-the-shelf solutions
- Development of creative cost-effective tracking solutions
- Customized design and analysis backed by strong support and analytic acumen
- Integration of external, environmental variables where appropriate
- Incorporation of multivariate analysis such as key driver and perceptual mapping
- Easy to interpret, actionable graphical output and analysis
- Red-flagging when critical performance thresholds are reached