ERA partners have been conducting research on Satisfaction Researches which are one of their main fields of expertise for almost 12 years now. ERA Research & Consultancy team has executed the management, consultancy and implementation of many companies’ satisfaction studies under the framework of STRATEJİ|MORI, STRATEJİ GfK and GfK Türkiye. All the critical stages of the model (modeling, data analysis, reporting, etc.) have been conducted by ERA project team. Satisfaction models provide input on the realization of strategic plans. Strong/ competition superiority rendering fields are determined via these models; thus, the fields to be preserved/ sustained can be detected. Weak/ to be improved fields are determined via these models; thus, the communication or performance enhancement actions can be taken.The stakeholders on whom the satisfaction researches are mainly executed are as follow:
Human Resources Satisfaction
In the Human Resources satisfaction studies the main aim is to measure the satisfaction and loyalty levels of the employees in business life and to provide data to create activity/ communication plans for their enhancement. In this framework the below mentioned issues are addressed:
Customer satisfaction measurements basically aim to determine the procedures to be followed while serving customers and the level of satisfaction on the performance criteria to be defined for each of these procedures, to detect the underlying reasons in case of low satisfaction and to improve them, to clarify the priorities and to specify ways to increase customer loyalty. The model can be mainly summarized under the below mentioned headlines:
The main aim in dealer satisfaction research is to determine the satisfaction level of the dealers. Within this main framework, level of satisfaction of the dealers on various work stages, their problems encountered, solutions suggested, evaluations on brands and sales organizations, expectations and suggestions can be determined in comparison to the competitors chosen. Thus, the company obtains data for the strategies to be developed to have a more effective and efficient dealer organization, to detect and improve flaws and to increase dealer satisfaction. Although main work phases may differ on the basis of firms and dealers, they can been given as products/ product attributes, order procedure, delivery procedure, invoicing systems, pricing, advertisement/ promotion support and communication/ problem solving.
The main purpose of supplier satisfaction research is to determine the satisfaction level of of the business partners and suppliers. Within this main framework, level of satisfaction of the suppliers on various work stages, their problems encountered, solutions suggested, evaluations on business partners, expectations and suggestions can be determined in comparison to the competitors/ other business partners chosen.