At Momentum, we believe understanding customer experience is essential to making good business decisions. Organizations intuitively know they should measure customer satisfaction - but struggle to understand what drives it or what it means for the future of their business. If such research cannot directly influence real world decisions, then it is of trivial value – and a potential competitive disadvantage.

Momentum helps clients grow their understanding of customer experience beyond “how satisfied are you?” to answer critical business questions, such as:

• What aspects of customer experience most influence satisfaction?
• Where are we at risk of losing customers?
• How do we identify “at risk” customers? What is their profile?
• Which customers are the most loyal to us?
• Which of our offerings are most secure? Which are vulnerable to competition?
• Where do we have the best odds of winning customers from the competition?

Our approach involves first gaining a deep understanding of your business, and then applying a mix of traditional satisfaction metrics, contemporary behavioral and attitudinal measures, and advanced statistical models. What you receive is a deep, quantified picture of what drives satisfaction with your offerings, as well as indicators of future risk, loyalty and opportunity in your market.