Search
Sunday, September 07, 2008 ..:: Customer Research » Customer Loyalty and Satisfaction ::.. Register  Login

How do your customers think you're doing? Find out.

Use the form below to request additional information or a prospectus on the C.L.A.S.S. program.



Cancel   Send

Customer Loyalty and Satisfaction

In today's marketplace an excellent product is not enough.

Our Customer Loyalty and Satisfaction Survey (CLASS) program is a proven method for understanding and monitoring customer satisfaction & loyalty and providing strategic insights based on expectations and perceptions.

"CLASS is not just a Report Card"  Phil Townsend

Townsend believes that customer satisfaction surveys should not be viewed as report cards, but rather as management tools.  Too often the results from these surveys are underutilized.  Managers are provided with numbers and data that they do not know how to interpret or act upon.  Townsend helps managers use customer satisfaction surveys on an ongoing basis to understand how well they are meeting their customer's needs.

Townsend's CLASS program is based upon obtaining current information, first hand in an unbiased manner from the market-place. This information is then converted into a numerical format that is thoroughly analyzed by means of statistically based methods to provide you actionable results. Our program is based on a continuous working relationship with our clients; from the initial program design, through the delivery of results and beyond.   Multiclient and single-client studies are available.

Multiclient Studies  

Townsend is offering a new series of CLASS projects in Asia.  Click here for CLASS East Asia prospectus.   This fall, Townsend will meet with participating suppliers to establish the design of the first CLASS Asia project, covering China, Hong Kong, Taiwan, Korea and Japan.
Upcoming programs will cover Southeast Asia and then South Asia.

  • Polyethylene:    Western Europe, East Asia, Southeast Asia, South Asia
  • Polypropylene:  Western Europe, East Asia, Southeast Asia, South Asia   
  • Polyamide (Nylon):  North America 

Single-client Studies

Townsend has conducted many customized programs for clients since 1990.  Contact us to discuss your specific needs.

Examples of Proprietary Studies

  • Customer satisfaction study for a major North American paper supplier
  • Global customer satisfaction study for a specialty polymer supplier
  • Quarterly customer satisfaction audit for a North American energy company
  • Annual customer satisfaction study for a North American color concentrate manufacturer
  • Image and supplier recognition for a European specialty chemical supplier
  • Image analysis of an engineering resin producer across multiple products in North America
  • Customer satisfaction study of an additive supplier (prior to acquisition)
  • Brand awareness, recognition, and image analysis of a specialty resin in North America and Europe
  • Food and specialty packaging image study

 Benefits  

  • Determining the issues of greatest concern to your customers
  • Identifying how well you are meeting your customer's expectations in relation to your competitors
  • Identifying potential customers and giving you a clear picture of what it will take to obtain their business
  • Validating your current corporate strategy
  • Measuring the success of your continuous improvement initiatives

 
Copyright 2008 by Townsend's Polymer Services & Information   Terms Of Use  Privacy Statement