At MDRA, we offer a customer satisfaction measurement system that captures the ‘Voice of the customer’ at the right feedback levels to arrive at concrete conclusions. This enables us to point out the aspects of the product or service that customers are most and least satisfied with. In today's era of business, companies need more than customer satisfaction related information to make sound business decisions. This additional factor can be termed as "Loyalty". Loyalty is the key factor in retaining a desired customer base. Satisfied customers who are not loyal may switch to the competition. We have developed a loyalty measurement model to help our clients identify and track loyal customers and express the important facts behind being loyal.
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Case Studies
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User Satisfaction Survey for Sports Infrastructure and Facilities – Ministry of Sport and Youth Affairs
| Infrastructure survey was conducted among the users of sports infrastructure to assess their satisfaction level with the existing infrastructure created by Sports Authority of India and its utilization. User feedback was obtained from different heterogeneous groups during the survey. The survey was conducted at the all India level and included primary survey, focus group discussion and preparation of indicators for measurement of satisfaction of sports infrastructure |
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Shopping Experience of Customers at Sony World - Sony India Pvt. Limited
The study was conducted in order to measure the satisfaction levels of the customers at Sony Service centers & shopping experience at Sony Outlets. About 60 Sony Outlets, 20 Sony service centers and 21 Authorized service centers were covered across the country to measure shopping experience of customers who visited Sony World outlets and satisfaction level of the customers at service centers. |
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Customer Satisfaction Survey For Oil Industry - IOCL, HPCL and IBP
MDRA was requested by PSU oil companies to design, develop and implement a customer satisfaction measurement module, which is rigorous, objective and reproducible over time. MDRA had designed the study for the infrastructure developed for oil retailing, LPG distribution, aviation fuel distribution and kerosene distribution. |
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Road User Satisfaction Survey - Himachal Pradesh Public Works Department (HPPWD)
This was the first ever road user satisfaction survey being undertaken by HPPWD to assess user satisfaction of various categories of roads in the state of Himachal Pradesh, viz. national highways (NH), state highways (SH), major district roads (MDR), rural bituminous roads (RR-BT) and rural non-bituminous roads (RR-NBT). The objective of the study was to measure user satisfaction among various categories of road users and other stakeholders and elicit views on public perception of sector outcomes and HPPWD's performance. The study covered a sample of over 6500 users. MDRA was awarded this study in consideration of its unique satisfaction measurement model developed for this assignment. |
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Road User Satisfaction Survey - National Highways Authority of India (NHAI)
This was the first ever survey being undertaken by NHAI to assess user satisfaction on completed sections of Golden Quadrilateral (GQ). The objective of the study was to measure user satisfaction along the completed sections of GQ and elicit views on public perception of sector outcomes and NHAI's performance. The study covered the entire length of the completed sections of GQ with a total sample size of over 20000 users. MDRA was awarded this study on account of its unique satisfaction measurement model developed for the assignment. A unique Road User Satisfaction Index (RUSI) was developed based on rigorous modelling consisting of 33 variables. |
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