The Irritations Index™ goes beyond the traditional customer satisfaction survey by providing the information you need to maintain your current client base and differentiate yourself from the competition. The traditional customer satisfaction survey often provides a wealth of customer feedback but, at the same time, very little insight on what is critical versus "nice to do" in the eyes of your customers.   It all starts with the questions:  on most satisfaction surveys customers are asked how much they like a particular product or service.  In The Irritations Index™ customer DISLIKES are probed so it gets directly at the heart of the overall customer experience. In addition to getting directly to customer dislikes, the Irritations Index™..... Provides feedback about your customers' perceptions of your products and services. Identifies vulnerabilities…yours and those of your competitors. Prioritizes those vulnerabilities..both in absolute terms, and versus competition. Provides you with the insights and strategies to solve them. Uncovers gaps in your range of product and services offerings. Gives a "reality check" from your customers in capturing process efficiency or in re-engineering initiatives.
The Irritations Index™ can also be used to identity new opportunities in.... Developing innovative Product and Services Offerings that fully meet the needs of your customers. Creating effective Marketing and Communication Strategies. Tailoring products and services to different Market Segments.