Real results.
Proven business impact.

What is a Satisfaction Lift Analysis?

Alba's Satisfaction Lift Analysis is the step after your first customer survey. Where a standard measurement shows what customers think, the deep-dive analysis reveals why they think that way – and exactly which improvements deliver the greatest impact on loyalty, recommendation intent and revenue.

The analysis combines statistical driver analysis, segmentation and correlation between satisfaction parameters and actual customer behaviour. The result is a prioritised action plan where every item is linked to expected business impact – not just a generic "improve customer service".

Challenge

The client had completed their first patient survey and obtained an overall satisfaction picture. But the numbers raised more questions than they answered: Which factors actually drive patient loyalty? Why do some patients switch clinics despite reporting high satisfaction? And which improvements deliver the greatest effect on return visits and referrals?

Solution

We conducted a Satisfaction Lift Analysis in three steps. First, we segmented the patient base by visit frequency, treatment type and age. Then we ran a driver analysis identifying which individual touchpoints – from booking to aftercare – had the strongest correlation with NPS and return-visit intention. Finally, we quantified the expected "satisfaction lift" per action: how much satisfaction and recommendation intent is expected to increase if a specific touchpoint is improved.

The report was delivered as a prioritised action plan with three tiers: Quick wins (low effort, high impact), Strategic investments (higher effort, lasting impact) and Monitor (low priority for now). Each action was linked to a concrete KPI so that impact could be tracked over time.

Challenge

The client needed an international customer survey to evaluate satisfaction at both corporate and subsidiary level. A major challenge was conducting the survey in multiple languages – Swedish, English, Finnish, and French – to ensure cultural relevance.

Solution

We designed a comprehensive customer survey with 248 respondents from multiple countries. The questionnaire was conducted in four languages with native speakers to ensure quality. We measured both Net Promoter Score (NPS) and CSI (Customer Satisfaction Index) to provide a holistic view of customer satisfaction.

The report presented results by subsidiary and market, along with detailed recommendations for the weakest areas.

Challenge

The client wanted to understand guest experience at menu, service, and atmosphere levels to improve what truly matters. They lacked systematic feedback from guests and wanted to understand target audience behavior and preferences.

Solution

We conducted a comprehensive measurement with 1,107 guest responses via mobile app and WiFi-based feedback. We combined this with target audience analysis (1,000 respondents) and a franchisee survey for a complete picture. We also measured Net Promoter Score (NPS) over three years to track trends, with per-location analysis for all venues in the chain.

Challenge

The client wanted to evaluate customer satisfaction and benchmark itself against the industry to understand its market position. They needed concrete insights into what drives loyalty and which areas needed improvement.

Solution

We conducted a comprehensive Net Promoter Score (NPS) and NKI survey with detailed benchmarking against over 100 comparable B2B companies. The survey identified key drivers of customer satisfaction and included correlation analysis to understand loyalty drivers.

The results showed that the client performs at world-class level and has maintained its position over several years with consistently high NPS scores.

Challenge

The client wanted to understand how their brand has developed and how it is perceived in the market. They needed a national analysis with year-over-year comparisons to make strategic adjustments.

Solution

We conducted a brand perception study with 1,000 representative respondents from across Sweden, with year-over-year comparisons. The survey included demographic analysis, geographic distribution, and income-based segmentation to provide a nuanced picture of brand perception.

Challenge

The client needed to map brand awareness, associations, and credibility for an international HVAC brand in the Swedish market. They wanted to understand how installers and retailers perceive the brand compared to established competitors, identify purchase resistance, and develop a data-driven strategy for gaining market share.

Solution

We conducted a brand awareness survey (VMI) with 87 interviews among Swedish installers and retailers, combining web surveys with telephone interviews. The study measured spontaneous and aided awareness, brand associations, competitive positioning, decision drivers, communication preferences, and willingness to collaborate. Results were delivered as a strategic report with SWOT analysis and prioritized action recommendations.

Challenge

The client needed to evaluate customer loyalty and service experience to improve retention and identify growth opportunities. They also wanted to understand regional differences in customer satisfaction.

Solution

We conducted a customer loyalty survey with 199 respondents from the client's customer base. The measurement included Net Promoter Score (NPS), NLS (Net Loyalty Score), and detailed regional analysis to identify geographic patterns. We also conducted correlation analysis and delivered a management summary with action recommendations.

Challenge

The client wanted a comprehensive understanding of their brand position, customer experience, employee engagement, and actual service delivery in-store. They needed a 360-degree view to identify improvement opportunities across the entire customer journey.

Solution

We conducted four parallel studies: a brand awareness survey (VMI), a customer satisfaction survey (NMI), a UX study of their digital channels, and a Mystery Shopper evaluation of the in-store experience. Together, these four studies created a complete picture of the brand from multiple perspectives.

Challenge

The client needed to understand their brand position and awareness in both the Swedish and Finnish markets to support their international growth strategy. They wanted data-driven insights to guide marketing investments and brand positioning.

Solution

We conducted a brand awareness survey (VMI) across two markets — Sweden and Finland. The study measured brand awareness, brand associations, and competitive positioning, providing a foundation for a data-driven marketing plan for the Nordic expansion.

Challenge

The client wanted to expand their range with an entirely new line of meat-free sausages to meet the growing market for vegetarian and vegan alternatives. The target audience was not limited to vegetarians but the broader group of consumers willing to eat less meat for health and sustainability reasons. Before launch, the client needed a fact-based foundation to determine which product variants had the best chance of market success.

Solution

We conducted professional taste tests in a dedicated test facility with a trained chef preparing the products. Consumers were recruited from a randomly telephone-recruited panel – evenly distributed by gender, age and region – qualified against the target group of "flexitarians" and meat-free curious consumers. Each product was evaluated on 12 sensory criteria: appearance, aroma, flavor, texture, mouthfeel, saltiness, sweetness, meat-like taste, oiliness, herbiness, spiciness and overall score. Products were also benchmarked against both competing meat-free sausages and traditional meat sausages. Correlation analysis identified which product attributes most strongly drove overall satisfaction, and open-ended responses were indexed to capture improvement areas.