Identify What Keeps
Customers Satisfied
and Loyal
Sapience measures how customers experience your products and services, and whether that experience keeps them with you. Our customer satisfaction research tracks satisfaction at the points that matter and links it to repeat purchase, recommendation and loss. Across the UAE and GCC, the findings show what customers value, where you fall short and which customers are at risk of leaving.
Discuss Customer Research
From Customer Ratings
to Customer Actions
A customer satisfaction study is most useful when it connects ratings to behaviour. We ask customers how they rate their experience, then examine how those ratings relate to what they do next.
Satisfaction Surveys
A customer satisfaction survey is conducted online (CAWI), face-to-face (CAPI) or by telephone (CATI), either after a specific interaction or across the whole relationship. Questions cover overall satisfaction, individual touchpoints, expectations and intention to stay.
Customer Interviews
In-depth interviews and focus groups, in person or online, speak with satisfied, at-risk and lapsed customers. They explain the reasons behind the scores, in Arabic and English.
Driver Analysis
Statistical analysis links customers' ratings of each part of the experience to their overall satisfaction and loyalty. It shows which parts have the strongest influence, whatever customers say is most important.
Ongoing Measurement
The survey can be repeated at regular intervals, so you can follow satisfaction and loyalty against your targets and see the effect of changes you make.
Why satisfied customers
still leave.
Satisfaction Level
Customer satisfaction measurement shows how customers rate your products and services overall and at each touchpoint, against your targets and earlier results.
What Drives Satisfaction
Identifying customer satisfaction drivers shows which parts of the experience have the strongest influence on how customers rate you.
Loyalty Behaviour
Customer loyalty research shows who stays, who spreads their spend across suppliers and who is at risk of leaving.
What Drives Loyalty
Customer loyalty drivers often differ from satisfaction drivers. We identify what actually keeps customers, such as trust, price, convenience or relationships.
Reasons for Leaving
Customer retention research with lapsed and at-risk customers shows why they left, or why they are thinking of leaving.
Customer Groups
Customer loyalty measurement by customer group shows where loyalty is strongest, where it is weakest and which groups deserve attention first.
Expectation Gaps
We compare what customers expected with what they received, to find where the experience falls short.
Satisfaction scored.
Priorities set.
We turn survey and interview findings into a clear view of how customers feel and what to improve, for customer experience, marketing and operations teams.
Satisfaction Scorecard
Customer satisfaction analysis brings overall and touchpoint ratings into one view, set against your targets, earlier waves and competitors where available.
Priority Matrix
Each part of the experience is plotted by its influence on loyalty and by how well you perform, showing where improvement will make the most difference.
Loyalty & Risk Segments
Customers are grouped by loyalty and risk of leaving, with verbatims that bring each group to life.
Prioritised Recommendations
Direction on what to protect, fix and invest in is ranked by impact and tied to the evidence behind each recommendation.
Candid answers.
Reliable findings.
Customers are often more candid with an independent researcher than with the company they are rating. A customer loyalty study also depends on reaching the right customers, including those who have already left. Sapience designs the questionnaire, recruits the sample and manages fieldwork, analysis and reporting within one team. With experience across the UAE, Saudi Arabia and the wider GCC, we build samples that reflect the nationalities, ages and languages of your customers.
Why do your customers stay,
and why do they leave?
Tell us about your customers and the experience you offer, and we will recommend how to measure it.
Discuss Your Customers