Customer Satisfaction Survey Company in Delhi | Market Research Services

Why Customer Satisfaction Studies Matter

Whilst Lead Generation is the primary focus of our Business, we find that Clients often need other Information gathered from Prospects and Customers too. Whether it is Client surveys, workshop attendance, Competitor analysis or general information, we at Marketcare — a Customer Satisfaction Survey Company in Delhi — can customize a Campaign to provide our Client a tailored solution.

A Satisfaction Study is only worth commissioning if it changes a decision. As a Market Research Agency in Delhi, we therefore design each Campaign backwards from the decision our Client needs to take — whether to change a Service level, re-price an offering, retrain a Partner network or reallocate Marketing spend — and then build the questionnaire, the sample and the reporting around it.

Our Customer Satisfaction & C-Sat Services

As a C-Sat Study Company in Delhi, our core Customer Satisfaction Survey Services in Delhi include:

• Customer Satisfaction (C-Sat) Studies — measuring satisfaction across the Customer base or a defined segment, and tracking it over repeat waves so movement is visible rather than anecdotal.
• User and Intender Studies — separating existing Users from prospective Intenders, whose expectations and objections usually differ materially.
• Mystery Shopping — auditing what actually happens at Partner premises, as against what the process document says should happen.
• Event and Workshop Attendance — confirmation, follow-up and post-event feedback calling.

Competitor Analysis & Market Research

A Satisfaction score means little read in isolation, which is why our Market Research Agency in Delhi work positions a Client's Satisfaction index directly against the Market competition — so a Client knows not just how they scored, but how that score sits relative to the field they compete in. Where a Study calls for fresh Respondents beyond a Client's own records, we source and cleanse the sample through our Secondary Research capability before a single call is fielded.

Client, Partner & Employee Satisfaction Studies

Customer Satisfaction Services in India rarely stop at the end-Customer. The same discipline we apply to Client Satisfaction Studies extends to Channel Partners and internal Employees, whose day-to-day experience shapes the end-Customer's experience just as directly. Measuring all three — Client, Partner and Employee — gives a Business the full picture of where a Service gap is actually originating, rather than treating the end-Customer score as the whole story.

Tailored Survey Campaigns for Your Business

Every Campaign is built to the same disciplined process: we agree the objective, the Customer segments that matter and what an actionable result looks like before any calling begins; a questionnaire is drafted, re-modelled jointly with the Client and piloted on a small batch to catch ambiguous or leading questions; the sample is drawn from the Client's own records or our Secondary Research capability, then cleansed and de-duplicated; and the Study is fielded by Telephone, Online or Face-to-Face, or a combination, with Supervisors monitoring throughout.

What our Clients receive at the end: a Customer Satisfaction index reported overall and by the agreed segments, comparison against the Market competition where relevant, verbatim responses so the reasons behind a score are never lost in the aggregate, Analytical and Graphical MIS reporting at a frequency fixed before the Campaign starts, and clear Observations on where a Service or Process change would move the score.

We have run Studies at volume — including a Pan-India B2C Customer Satisfaction Study comprising over 12,000 interviews conducted by Telephone and Online methodologies across a six to seven month field period, details of which appear on our Clientele page. Client Data is treated as the Client's intellectual property throughout: Studies are run under mutual non-disclosure, Data is kept segregated between Clients, access is limited to the Resources assigned to that engagement, and records are returned or destroyed at the end of the Campaign in line with the governing contract. Our approach to handling and securing that Data is set out under Database Services.