The client is not happy…but do you really know why?

The client is not happy…but do you really know why?

The customer of this restaurant is apparently dissatisfied. Is the service below his expectations? Is his dissatisfaction the result of the faster service at the table next to him? Maybe he regrets his choice and would prefer to be in another restaurant where he’s guaranteed  better service? Or is the service uncharacteristically bad this evening?

A simple questionnaire simply cannot grasp all the complexities of a judgment resulting in a positive or negative outcome. Many factors are in play that will differ from one person to another. It is therefore impossible to use the same satisfaction evaluation method for all your customers. Only the scientific and rigorous approach of IntoTheMinds will give you access to the real determining factors of satisfaction and dissatisfaction. And it almost always start with a qualitative phase to gather insights which otherwise would never emerge.
We will translate all the important factors into an action plan which will allow you to correct and optimize the operational aspects of your company. We insist on drafting action plans that are pragmatic and actionable.


The secret of our success lays in the use of various advanced qualitative research methods which are usually neglected. We use techniques such as clinical interviews, the CIT® (Critical Incident Technique), and the Value Scale analysis to understand the driving factors of customer satisfaction in all categories. Second, we use a quantitative analysis to discover the most powerful driving factors of customer satisfaction. Finally, we help you understand the plan of action for improvement that we can implement, or you can choose to implement yourself. At no time do we propose radical changes, some proposed measures will certainly take longer to implement than others, but all are within reach of a small business and all are feasible.

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