moster brochure 2013 intl
TRANSCRIPT
THE MOSTER SYSTEM: MONITORS SATISFACTION TO ENHANCE RETENTION & LOYALTY
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Implicit, in the universally used approach used for customer satisfaction measurement is the
assumption that:
“The more you deliver on each attribute, the more is the customer satisfaction.”
Alternatively described customer satisfaction is a continuum whose two extremes are quality
good / bad and of satisfaction less / more.
This framework is then converted into measurement tools which are either verbal or numerical
and data is collected by using this instrument from those customers who have experienced the
product/service.
However, satisfaction as `experience’ is not one homogenous state.
Measuring it as just One Number is oversimplification.
Satisfaction is a panorama of several shades / states
Defining “Delight –Satisfaction-Dissatisfaction” as discrete states in Customer Experience
THE MOSTER SYSTEM: MONITORS SATISFACTION TO ENHANCE RETENTION & LOYALTY
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Our belief: Satisfaction is a categorical variable and NOT a continuous variable as
conceived in most of the MR literature published so far world over
THE MOSTER SYSTEM:
MODEL THAT SUCCESSFULLY RELATES SATISFACTION WITH
BUYER BEHAVIOR
Satisfaction: Continuous or Categorical Variable?
Continuous Variable
Age in years Weight Blood pressure reading Temperature Concentrations of pollutants Satisfaction : Rating on a scale
Categorical variable (Items can be sorted into categories like sorting into bins)
Sex
Nationality
race/ethnicity
Favorite pet Dissatisfaction-Satisfaction-Delight
THE MOSTER SYSTEM: MONITORS SATISFACTION TO ENHANCE RETENTION & LOYALTY
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The MOSTER system proposes a radically different
approach, which is based on Dr. Noriaki Kano’s concept
of two-dimensional quality. Stated in simple terms, the
concept separates the attribute into three different
classes namely MUST BE Quality elements - the one with
potential to cause dissatisfaction, ATTRACTIVE Quality
elements – those with potential to cause delight and the
PERFORMANCE Quality attributes which can cause both
delight and dissatisfaction.
Scientific definition of delight and dissatisfaction
Attributes wise break up of delighted, dissatisfied
customers
Ranking of attributes as per potential to delight or
dissatisfy
Improvement potential for each attribute.
Action plan to delight the customers
Demographic profile of Delighted & Dissatisfied
customers
Identification of Loyal and At Risk Customers
Plan for customer retention
The MOSTER system is the only model which is being used in 50 countries world over, including advance countries like USA, Germany & UK.
Metric Consultancy UK Ltd
Fredericks, 5th Floor, Newbury House, 890-900, Eastern Avenue, Newbury Park, Ilford Essex-IG2 7HH T: +44 (020) 30226063 M: +44 07884 448832 E: [email protected] www.metricglobal.com
Deliverables from MOSTER Study……………..
THE MOSTER SYSTEM: MONITORS SATISFACTION TO ENHANCE RETENTION & LOYALTY
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