You have the feeling that there is a problem, or the problem has already occurred (the churn rate has increased). You want to change your offer and/or introduce new products and services. What you need is a customer satisfaction survey. Through customer satisfaction survey you can: • decrease the churn rate of customers • increase the number or type of products and services offered • define the intervention priorities • study the critical factors and decide where to act • measure the level of satisfaction with the products and services offered • measure the level of satisfaction compared to your competitors • identify the determinants of satisfaction • analyze areas of excellence and improvement Monitor your customers to anticipate market trends