Customer Satisfaction Research

The Dunvegan White Papers

Our White Paper series is aimed at a higher level of customer satisfaction research, asking the reader to question the status quo and be open-minded to changes that could drastically improve their organization.

The Dunvegan Affinity Rating™ (The DAR™): The Platinum Indicator of Customer Retention

The Dunvegan Affinity Rating™ (The DAR™) is our proprietary measure of the strength of the bond between a customer and the company that serves them. The DAR™ can range from a high of “AAA” to a low of “F” for any individual customer; when aggregated across customers, The DAR™ provides an overall rating for the company.

This white paper demonstrates how The DAR™ is superior to other customer satisfaction and retention measures in terms of measuring the strength of the bond between the company and its customers, a key factor in predicting customer retention.

We are still putting the finishing touches on this white paper and as such it is not quite ready for download. However, if you would like among the first to review the document, please fill in the download request form below and we will send you a copy as soon as it’s available.

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The Lost Business Audit

Lost business is often one of those issues that no one wants to talk about. Instead of investigating why a customer left, or a bid was lost, the sales team goes to work to identify new business to replace the business lost.

However, given that it costs 5 to 6 times more to attract a new customer than it does to retain an existing one, this is a critical issue for the C-suite, executive teams, and managers to address.

The Lost Business Audit helps you understand why lost business occurs in the first place and what you can do about it. Please fill in the form below to download your copy of the Lost Business Audit.

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Alternatively, you can now access our Lost Business landing page to learn more about Lost Business and complete the complimentary Lost Business Evaluation form directly online. Please click here …