# Science Behind Customer Satisfaction

Presented by [Customer Care Measurement & Consulting](/content/company/Customer-Care-Measurement-And-Consulting/index.html)

## Challenge

The marketplace leader sought to accentuate its core strengths and shore up a few known vulnerabilities by identifying and improving in those areas that mattered most to its customers.

## Proprietary solution

Armed with metrics that translated customer satisfaction outcomes into bottom line implications, the company built an engaging and enduring methodology for not just listening to, but acting on, customer experience, insights, and opportunities.

## Result

Steadily increasing satisfaction levels among new customers.

- 11 point annual increase in new customer satisfaction.

Soaring satisfaction for new customers with core product.

- 78% increase in new customer satisfaction for a core product.

Improved visibility of credible customer experience metrics.

- Improved on-time delivery results.
- Better contact center experiences.
- Fewer customer complaints.
- Greater product availability.

## About this project

Market research specialties

[Customer Satisfaction](/content/market-research-firms/customer-satisfaction/index.html)

## Supporting documents

[CCMC-CaseStudy1.pdf](https://greenbook-assets-prod.s3.us-east-1.amazonaws.com/casestudy/briefs/pp4485925636770292091128358.pdf)

Presented by:

[**Customer Care Measurement & Consulting**](/content/company/Customer-Care-Measurement-And-Consulting/index.html)

CCMC helps companies translate their insights and good intentions into actionable results for improved customer happiness and loyalty, all with ROI.

[Learn more](/content/company/Customer-Care-Measurement-And-Consulting/index.html)

More from Customer Care Measurement & Consulting

[How To Become #1 In Customer Satisfaction\ 2017](/content/case-study/how-to-become-1-in-customer-satisfaction/index.html)