A first-hand relationship with the market and its clients is a manager's best tool for focusing his activities and eliminating risks. Conducting the right and appropriate market research matching the needs of an organization is our expertise.

The customer satisfaction survey is a tool that provides two primary benefits:
1) exposing customer preferences, opinions and complaints, and
2) triggering action items and organizational initiatives.

An effective use of satisfaction survey results enables the organization to properly manage data, and focus efforts in acquiring new customers,
reducing costs and reducing customer churn.

We are experts in various methods of qualitative and quantitative research.
The proper combination and integration of these tools is an ability we have
perfected over time. That ability produces insights that help understand the
market and enable the design of an effective marketing strategy that is
adaptable to the changing environment.

"Experience has shown that research or a survey by itself is of no independent value, but that quality of such tools is measured by the resulting follow up actions. A recommendation that is not accompanied by a specific action item does not carry the same weight as a recommendation that is implemented and that produces benefits to the organization. Therefore, the expertise and professional excellence in conducting a research/survey is measured by how the organization applies its conclusions, and the changes and improvements it triggers in the organization. The improvement in organizational effectiveness is the measure of our success."

Primary Methodologies:

• Laddering - A methodology unique to KPA of integrating between the quantitative method and the quality method in order to identify the chain of qualities, benefits and values of a product or a service
• The Internet - Using the internet as a research tool to conduct customer satisfaction surveys and distributor satisfaction surveys
• Qualitative Research - In-depth interviews, focus groups, mini focus groups
• Quantitative research - Customer/distributor/supplier market research and satisfaction surveys by phone, mail (paper and pencil) and face to face interviews

Downloadable presentations:

KPA Quantitative Laddering
A qualitative and quantitative research method of identifying the chain linking features of services or product attributes with customer benefits and values. The technique is used for customer segmentation, product positioning and market analysis.

KPA Appraisal and Improvement Methodology (AIM)
KPA's proprietary AIM is an effective full cycle approach to improvements in customer satisfaction and efficiency optimization, triggered by Voice of the Customer Surveys.

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