Customer interviews for retention management

Assess your customer satisfaction with qualitative interviews



Increasing retention rates by as little as 5% can increase profit margins by 25% – 95%.
At Sonnet Marketing, your existing clients are as important to us as your new clients. Our customer interviews gather both quantitative and qualitative data from your brand advocates, passive consumers and demoters to assess a full spectrum of customers.


We appreciate the use of an automated C-SAT system; however, we like to get to the heart of the customer to determine what first class service means to them, we here at Sonnet have created a basic algorithm that can be tailored to your business to assess client retention and levels of satisfaction amongst your customers.

Our algorithm is based on the following factors:

Trust Assessment

Trust is built on the consistency of behaviour. We assess the consistency of service your customer has received since using your product or service, using both qualitative and quantitative data, we combine their answers to give you an overview to your trust. From here we can begin the commitment assessment.

Commitment Assessment

High levels of trust create high levels of commitment, however, is just basic commitment enough? We break down your clients according to three types of commitment to sort the price sensitive from the quality focused. Our qualitative approach assesses how loyalty is built with your customers and what is keeping them hooked.

Service Quality & Referrals

We assess service quality by asking customers questions specific to your business process to see areas of high satisfaction and areas for improvement. From here we use the NPS (Net Promoter Score) the registered trademark of Fred Reichheld, Bain & Company, and Satmetrix Systems, to provide an overall recommendation rating.

Finally, as a gesture of good will, we will gather referral leads from satisfied customers for your sales team to follow up with!

Get in touch for more information on our services, or call 01903 255 777 to speak with a member of our team. We look forward to hearing from you…