The customer and market research unit of Iran Standard and Quality Inspection Company, with a 15-year experience in this field, provides a variety of services, including modeling and designing research tools, continuously measuring the customer satisfaction, improving the customer satisfaction index with the help of follow-up and customer care plans, as well as problem solving the causes of customer dissatisfaction.
Undoubtedly, paying attention to the customer satisfaction index is the cornerstone of a dynamic business and will continue its success in the future. Identifying the current situation of the organization and planning to improve the customer satisfaction index is one of the business development strategies of any organization in the current era.
Considering that the concept of satisfaction is the distance between the customer’s demands and the product offered by the organization, the evaluation of customer satisfaction is different based on the conditions of each organization.
The atmosphere of customer satisfaction is like a big puzzle that we look for its constituent pieces to find a general and realistic picture, these pieces are the satisfaction indicators and accordingly the characteristics desired by customers.
The satisfaction indices are extracted from different ranges of customers and experts using standard methods. In general, in-depth interview, focus meeting, brainstorming, etc. methods can be used to collect indicators. These indicators form the basis of a specific model for the desired organization.
In the design of the research tool, it should be noted that the structure of the tool, in any form, should always be based on the indicators extracted in the modeling.
Accurate modeling and correct design of research tools are two categories, the results of which will ensure with a high probability that the right way and appropriate means have been chosen to achieve the goal.
Referring to the time of establishment:
This research has been running since 1999.
The main implemented projects:
Automotive industry – Informatics industry (system partners) – Customs – Transportation industry (railway and taxi) – Telecom industry
– 250 outgoing call counters with 504 questioners in two shifts
– 50 field questioners
– The possibility of conducting successful polls up to 25,000 per day
– Having information collection software with advanced capabilities and the possibility of recording conversations by phone and in the field
– Having a professional analysis team to provide analytical reports
How to contact the department:
Head of Customer and Market Research Department, Mr. Sajjad Khairi, direct contact number:96621326