Customer Satisfaction Research
Measure how customers feel — and act — so you keep more of them.
Customer satisfaction research quantifies how customers evaluate their experience with your products, services, and support — revealing what’s working, what’s not, and where improvements drive retention, loyalty, and advocacy.
When to conduct
Customer Satisfaction Research
Conduct customer satisfaction research during onboarding, post-purchase, and at regular intervals to track changes over time. It’s most valuable when you want to understand customer sentiment, uncover friction, and identify opportunities to improve experience and retention.
What is
Customer Satisfaction Research
Customer satisfaction research gathers structured feedback from customers about their experience, expectations, and overall contentment with your brand. It helps teams understand where expectations are met, where they’re falling short, and what actions will improve loyalty and long-term value.
83%
of customers stop doing business with a brand due to poor experience, not product performance. Measuring satisfaction gives organizations a leading indicator of risk and opportunity — so they can act before churn accelerates.
Sample Research
Questions We Answer
Question 1:
How satisfied are customers with our product or service?
Satisfaction research measures customers’ overall happiness and identifies areas that delight or frustrate — giving teams actionable insight into current experience quality.
72%
of customers report being satisfied or very satisfied with their experience.
18%
report dissatisfaction due to unclear support or unmet expectations.
Question 2:
What drives satisfaction — and where should we improve?
Beyond scores, satisfaction research isolates what aspects of experience matter most to customers, enabling targeted improvements that influence loyalty and retention.
47%
of satisfied customers cite timely support and responsive service as key drivers of their experience.
31%
of dissatisfied respondents point to onboarding challenges as a primary frustration.
Why trust Emporia with your
Customer Satisfaction Research
Understand satisfaction with clarity — not guesswork.
Customer satisfaction is both a metric and a driver of long-term success. Emporia’s customer satisfaction research leverages verified B2B respondents and well-designed measurement frameworks to give teams an accurate, actionable view of how they’re perceived by customers. We help organizations go beyond scores to understand why satisfaction is high or low — giving practical insight to strengthen loyalty, reduce churn, and enhance overall experience.
Speed / Agility
Move from question to insight without sacrificing rigor. Emporia’s streamlined workflows and responsive research support allow teams to launch, field, and analyze studies quickly — so insights arrive while decisions are still being made, not after the moment has passed.
Verified B2B Respondents
Reach the right decision-makers with confidence. Every respondent is verified using professional attributes, ensuring your insights reflect real buyers, real roles, and real purchasing influence — not guesswork or self-reported profiles.
Expert Methodology
Get more than data — get direction. Our team partners closely on study design, framing, and interpretation, helping translate research outputs into clear strategic implications across pricing, positioning, and go-to-market execution.
Emporia provides valuable access to niche, high-level respondents that are otherwise difficult to reach. They enable us to move beyond traditional targeting, connecting us with professionals with specialized knowledge and qualifications. We have confidence their experts are credible and aligned with our research needs.
Emporia gives us another perspective. Our product team does a really great job working with our existing customers: understanding and solving for their needs. Emporia allows me to find new audiences and conduct that initial research that helps set the stage for potential new customers, products and markets.
We were thrilled with Emporia’s excellent data quality, professionalism, responsiveness, and speed in delivering a very high-end, niche audience of investment fund managers and venture capital professionals.
We are often trying to recruit hard to reach audiences and so it's imperative for us to have high quality data and verified respondents. Emporia go above and beyond to help us and our agency partners not only reach the right audiences but enhance our customer understanding which is a great experience.
