Customer Satisfaction

  • To what extent are your customers satisfied with the quality of received services?
  • What is the difference between your and competitive services?
  • What kind of changes do your customers expect from your services/products?
  • Are your customers willing to choose your rival company?

  1. The study is done using special questionnaire, which evaluates satisfaction and loyalty indexes
  2. This study is usually conducted via tablets or in ERA’s specially designed CATI studio
  3. GAP - satisfaction and importance analysis implemented by our Data Department


* Customer Satisfaction is evaluated using a specially designed questionnaire form by ERA (for Azerbaijan market)

By using this methodology, the followings will be obtained:

  • Loyalty index
  • Usage frequency
  • Preferences
  • Quality of service
  • Future forecasts about product and brand
  • Suggestions and feedback
  • Demographic data