Customer Satisfaction & NPS Research
Measure customer satisfaction, loyalty, and Net Promoter Score for businesses
Overview
Customer research firms generate $120,000-$1,200,000 annually with 65-85% margins.
In 2025, customer experience drives competitive advantage.
Revenue from ongoing customer satisfaction tracking ($3,000-$20,000 monthly per client), NPS and loyalty measurement, customer experience journey mapping, touchpoint satisfaction research, customer churn and retention analysis, and CX consulting and improvement.
Successful firms implement continuous feedback programs, benchmark satisfaction against competitors and norms, identify drivers of satisfaction and loyalty, recommend improvements based on data, and measure improvement over time.
Companies focused on customer experience as clients.
Marketing through CX and customer service networks, NPS and satisfaction expertise, customer research credentials, improvement case studies, and ongoing tracking programs.
Required Skills
- Customer Research
- NPS Methodology
- Survey Design
- Data Analysis
- CX Consulting
- Benchmarking
Pros and Cons
Pros
- Recurring monthly tracking revenue
- Customer experience priority for companies
- Can demonstrate clear business impact
- Long-term client relationships
- Multiple service offerings around customer research
Cons
- Need customer research expertise
- Survey response rates declining
- Competition from CX platforms and software
- Economic sensitivity to CX budgets
- Client retention depends on actionable insights
How to Get Started
- Build customer satisfaction research expertise
- Develop NPS and CX research methodologies
- Invest in survey and feedback platforms
- Market to companies focused on customer experience
- Implement ongoing satisfaction tracking
- Analyze drivers of satisfaction and loyalty
- Recommend and measure CX improvements
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