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Case study

Towards the Future: The Direction of a Company and its Brand

When attraction is added to satisfaction and loyalty, Customer Satisfaction becomes three-dimensional. This is called E-Sat.

Customer Satisfaction is one of our main fields of activity, both nationally and internationally.

We work alongside companies in order to fully understand their needs. Our approach has enabled us to work with major public and private companies, introducing our methodologies gradually and, where necessary, keeping perfect result comparability and continuity in company trends.

The customer E-Sat model was developed alongside one of our clients. It reaches beyond current levels of customer satisfaction to understand which are the most significant signs when it comes to determining a company’s future success with regard to its relationship with its clients and consumers.

Below is the extract from a continuous research project that was carried out over the last 12 months in the utilities sector.

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