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Satisfaction Studies

With experience that spans several hundred studies in this area, SOM has proven expertise in satisfaction measurement and analysis, using both quantitative and qualitative approaches. 

Whether it’s employee or customer satisfaction that interests you most, SOM can offer you a solution tailored to your needs and to your budget.

Customer or Member Satisfaction Studies

Are your clients satisfied with your products and services?  Does the quality of your services surpass or fall short of member expectations?  Is the whole customer experience (facility layout, speed of service, staff courtesy) a positive one?  What improvements do your clients suggest?  This is just a sampling of the types of questions that a SOM satisfaction study may be designed to answer.  Survey your clients to:

  • Measure the degree of satisfaction with your company and its products and services;
  • Determine the main factors that influence satisfaction and dissatisfaction;
  • Identify the strengths and weaknesses of your client relationships;
  • Detect risk areas and possible improvements;
  • Optimize your product and service offering.

The clients that come back are the ones that are satisfied.  Make sure your client retention toolbox is well-equipped.

Employee Satisfaction Studies
Are your employees satisfied with their work?  SOM can assess their perceptions and satisfaction when it comes to several areas of their work life such as management, organization of work, communication, training, compensation, working conditions or health and workplace safety.  Survey employees to:

  • Measure the level of satisfaction at work;
  • Identify the main factors behind employee motivation and satisfaction;
  • Determine the main levers for change;
  • Improve the climate at work;
  • Adapt your internal communication strategy.

Satisfied employees are more motivated and productive.  Give yourself the tools to refine your human resources management strategies and reach your business objectives. 

With SOM, you get to the bottom of things when it comes to customer and employee satisfaction. 

“Le PERISCOP” Specialized Study
In order to help government ministries and organizations mesure and track the extent to which the goals of the Déclaration de services aux citoyens have been attained, SOM created the PERISCOP (which stands for Programme d’évaluation récurrente de la satisfaction de la clientèle des organismes publics). Contact us for more details.