Do not naively place your trust in the loyalty of "your" customers.

Customer satisfaction studies analyse the relationship between service performance and service expectations. Regardless of whether your customers are individuals or companies: unless they receive the performance they expect in return for their money, they will not remain your customers in the long run.

But satisfaction and loyalty are not equivalents. Even dissatisfied customers can stay loyal, or satisfied customers buy constantly from competitors.

So our customer satisfaction surveys take into account loyalty indicators which reflect emotional identification as well as objective service performance. In addition, we consider the turnover significance of the customers because the importance of a loyal bargain hunter differs from that of a loyal epicure.

mindline conducts more than 23,000 CATI interviews every year, using the customer profile of one of the largest customer satisfaction tracking institutes in Germany.

The Energie-Radar of mindline energy and the Handels-Radar are two industry-specific customer satisfaction instruments with a unique value for money that makes market research affordable even for midsize businesses.