Re-imagining Customer Satisfaction with the EFQM Lens
In a fiercely competitive market, understanding how customers truly perceive your products, services and brand experience is crucial. Our EFQM Customer Satisfaction Perception Survey brings the renowned EFQM Model into your customer-insight toolkit, helping you map the full customer journey and quantify loyalty drivers.
We capture expectations, pain-points and emotional responses, translating them into clear priorities for action. Beyond a scorecard, you receive evidence-based guidance to boost retention and stand out from rivals.
Customers may forget what you said, but they never forget how you made them feel.
Key Benefits for Your Organisation
- Total Experience Map – reveals every touch-point that shapes perception.
- Deep Expectation Insight – uncovers what customers truly value.
- Loyalty Metrics – measures satisfaction and advocates vs detractors.
- Actionable Hotspots – pinpoints processes, products and interactions to improve.
- EFQM Progress – strengthens your score in the model’s Customer Criterion.
Our EFQM-trained PhD researchers design, analyse and interpret the study, delivering a strategic roadmap that converts insight into competitive advantage.
