Satisfaction Researches

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 
  • Customer Satisfaction 
  • Dealer Satisfaction 
  • Supplier Satisfaction

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:

  • Overall Satisfaction 
  • Loyalty 
  • Relationship Success (emotional bond, tendency to recommend, willingness to work in the future ) 
  • Fields and criteria of satisfaction (sampled below)
    • Job itself 
    • Working environment 
    • Management 
    • Salary and social benefits 
    • Personal Development Opportunities 
    • Internal communication 
    • Social Opportunities
  • Level of influence of the satisfaction fields and criteria on the overall satisfaction 
  • Fields of action 
  • Evaluation of change 
  • Success of the internal communication and internal information sources 
  • Suggestions

Customer Satisfaction

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:

  • Diagnostics
    • How much are we known compared to the competitors? 
    • How much are we liked compared to the competitors? 
    • Which procedures/ dimensions are effective on our satisfaction? 
    • What is the ratio of our representatives?
  • Performance Analysis
    • How is our performance on the satisfaction affecting dimensions? 
    • How can we increase the number of our satisfied customers? 
    • How can we make them re-connect?
  • Fields of Action
    • On which dimensions shall we preserve our current performance? 
    • On which dimensions shall we improve communication? 
    • On which dimensions shall we enhance our performance?

Dealer Satisfaction

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.

Supplier Satisfaction

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.