Moster brochure 2013 intl

THE MOSTER SYSTEM: MONITORS SATISFACTION TO ENHANCE RETENTION & LOYALTY

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Implicit, in the universally used approach used for customer satisfaction measurement is the

assumption that:

“The more you deliver on each attribute, the more is the customer satisfaction.”

Alternatively described customer satisfaction is a continuum whose two extremes are quality

good / bad and of satisfaction less / more.

This framework is then converted into measurement tools which are either verbal or numerical

and data is collected by using this instrument from those customers who have experienced the

product/service.

However, satisfaction as `experience’ is not one homogenous state.

Measuring it as just One Number is oversimplification.

Satisfaction is a panorama of several shades / states

Defining “Delight –Satisfaction-Dissatisfaction” as discrete states in Customer Experience


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Our belief: Satisfaction is a categorical variable and NOT a continuous variable as

conceived in most of the MR literature published so far world over

THE MOSTER SYSTEM:

MODEL THAT SUCCESSFULLY RELATES SATISFACTION WITH

BUYER BEHAVIOR

Satisfaction: Continuous or Categorical Variable?

Continuous Variable

Age in years Weight Blood pressure reading Temperature Concentrations of pollutants Satisfaction : Rating on a scale

Categorical variable (Items can be sorted into categories like sorting into bins)

Sex

Nationality

race/ethnicity

Favorite pet Dissatisfaction-Satisfaction-Delight


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The MOSTER system proposes a radically different

approach, which is based on Dr. Noriaki Kano’s concept

of two-dimensional quality. Stated in simple terms, the

concept separates the attribute into three different

classes namely MUST BE Quality elements - the one with

potential to cause dissatisfaction, ATTRACTIVE Quality

elements – those with potential to cause delight and the

PERFORMANCE Quality attributes which can cause both

delight and dissatisfaction.

Scientific definition of delight and dissatisfaction

Attributes wise break up of delighted, dissatisfied

customers

Ranking of attributes as per potential to delight or

dissatisfy

Improvement potential for each attribute.

Action plan to delight the customers

Demographic profile of Delighted & Dissatisfied

customers

Identification of Loyal and At Risk Customers

Plan for customer retention

The MOSTER system is the only model which is being used in 50 countries world over, including advance countries like USA, Germany & UK.

Metric Consultancy UK Ltd

Fredericks, 5th Floor, Newbury House, 890-900, Eastern Avenue, Newbury Park, Ilford Essex-IG2 7HH T: +44 (020) 30226063 M: +44 07884 448832 E: [email protected] www.metricglobal.com

Deliverables from MOSTER Study……………..

mailto:[email protected]

http://www.metricglobal.com/


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Moster brochure 2013 intl

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