Azurite looks well beyond basic NPS to analyze underlying satisfaction drivers across the full customer lifecycle. We survey the full market to capture a comprehensive and accurate, non-transactional, perspective: your champions, passives, detractors alongside churned, and untapped buyers. Our research pinpoints the exact drivers of customer satisfaction and perception that drive retention & purchasing while also quantifying specific triggers and the root causes of churn to equip your team with the business case needed for change.
In practice
Go beyond top-level metrics to quantify drivers of customer satisfaction with extreme granularity and within each buyer segment to pinpoint critical touchpoints during the customer journey that drive sustained customer loyalty.
Quantify specific triggers of customer churn as well as the specific operational changes to drive customer retention & loyalty.
Identify hidden growth opportunities, unfulfilled critical buyer needs, new market niches and core elements of competitive differentiation by listening to the full suite of buyers (i.e. not just your customers) to tap new avenues for growth.
How we do it