Customer Value & Loyalty Benchmarking

Supplier Performance... Customer Preference...

Sustainable growth is achieved by having the data to align one's organization to the market better than the competition. MASTIO helps clients by conducting Benchmarking Studies whether single-client or multi-client for the marketplace in which they desire to compete. Mastio is especially known for its industry-wide, multi-client Benchmarking Studies for Energy (natural gas and electric power), Plastics, and Transportation.

MASTIO can help you too by providing actionable data not only to align your organization to the market, but also to bridge the gap between a strategy based on value and loyalty and a successful implementation. We would welcome the opportunity to work collaboratively with you.

 

"Sustainable growth is achieved by having the data to align one's organization
to the market better than the competition."

Mastio & Company’s approach to Customer Satisfaction is based on our unique use and deployment of the principles of Customer Loyalty and Customer Value. Mastio uses these methodologies because both are backed with significant empirical evidence showing a strong correlation between a companies performance i.e. growth rate, market share and profitability and a company’s respective performance to specific dashboard metrics. There are numerous practitioners of both methodologies. Our difference is our distinctive integration of these methodologies, our deliverable of the data, especially our segmentation software that makes understanding the data so easy and our people’s attention to you. Mastio would welcome the opportunity to describe how we collect and use data to help clients understand what makes customers buy from one supplier vs. another supplier in order to help you win more business. Below is some more information about our approach to customer satisfaction.

By using MASTIO’S approach you will be able to:

  • Discover what “quality” means for each of your key customer segments, in terms of the relative importance of each key attribute that influences their purchase decision. So, what are the factors that drive customers to choose or prefer one supplier over another? How do customers’ make their purchase decisions?

  • Identify the factors your company should target for improvement - which factors will have the greatest impact on your ability to win and retain more business (good profits)?

  • Calculate the relative value & loyalty that customers see you and your key competitors providing. Is your performance better, average, or worse than your competitors?

  • Learn which competitors are the most vulnerable and which are strongest in their ability to gain and retain customers?

  • Measure the impact of changes in your offering on customer preference and sales. What are the short-term marketing opportunities that you can leverage vs. competitors?

  • Discover how large a role price plays in the purchasing decision. What non-cost benefits really drive purchasing behavior?

  • Establish solid metrics’ of which competitors are performing better or worse than your company on key aspects of quality and price.

What Does MASTIO’s Approach Mean for Your Company?

  • The findings of a MASTIO Study provides not only the quantitative measure but qualitative “voice of the customer” analysis that is helpful for developing strategies for improving company performance on the key quality attributes that are important to your customers and potential customers when selecting between competitors offerings. So, our approach will allow you to know how your company is precisely positioned against competitors on the attributes that drive the decisions of current and potential customers.
  •  The findings of a MASTIO Study will allow the organizational alignment around the key question of every business, “How will customers be better off by doing business with YOU versus the competition, and what trade-offs have been explicitly made?”
  • The MASTIO study allows for periodic updates so you can track your performance vs. key competitors on the specific attributes that matters most to your target market.

 

The Benefits of MASTIO’s Approach for Your Company?

 

  • You will be equipped to make positive strategic moves to improve customer satisfaction, attract new customers, build upon your strengths, exploit competitors’ weaknesses, and quantitatively track improvements and changes over time.
  •  You will identify the key business processes and marketing messages that work well, or might be improved upon, based on customer buying needs.
  •  You will be able to monitor the strengths and weaknesses of competitors - working to take advantage of competitors’ weaknesses and build upon your company’s market strengths.


Mastio & Company’s distinctive approach provides clients a clear, concise, and accurate picture of your marketplace so you can develop and implement a winning value proposition designed to improve and sustain market share and profitability.
 
The standard MASTIO Report comes with a printed book, proprietary segmentation software, and spreadsheet version of the raw data. You will find that our deliverable will help you quickly analyze and understand the data so actions can be implemented.
 
The following industry-wide multi-client example is provided to give you a better idea of what a study would look like.  click here for example
 
For a prospectus on one of MASTIO’s multi-client industry-wide reports or for more information on engaging MASTIO for a proprietary study please contact us at (001) 816-364-6200.